Analyst - I&t Operation Center (Itcc)
2 weeks ago
At CN, we work together to move our company—and North America—forward. Be part of our Information & Technology (I&T) team, a critical piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams use the agile methodology to automate and digitize our railroad ensuring our operations run optimally and safely and our employees can focus on value-added tasks. You will be able to develop your skills and career in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us
Job Summary
Main Responsibilities
Support
- Work in a team setting and be a true team player at all times. Coordinate and communicate with peers and I&T Leadership.
- Effectively categorize and prioritize incidents in a timely manner.
- Manage, coordinate and execute service restoration during incidents, often without the need to engage additional support teams.
- Ensure incidents are meeting established service level agreements (SLA), ie. P1 incidents 1-hour resolution timeframe, P2 incidents 4-hour resolution timeframe.
- Communicate effectively to I&T and business partners (verbal/written) as required, ie. investigate issues, incident notification updates, inform business partners of an upcoming I&T service disruption and other requirements.
- Trigger and participate during post incident investigation via Problem Management with key players to establish the root cause of significant events and incidents.
- Maintain a cybersecurity mindset at all times by escalating and coordinating security incidents and events with the Security Operations Center (SOC), as required.
- Work closely with other front line teams, such as the Network Operations Center (NOC), Business Service Desk (BSD), Main Service Desk (MSD), PTC Support Center (PTC-NOC) and Signals & Communications (S&C).
- SOX Physical Access: review, document and grant access to CN I&T Data Centers.
- Achieve all established Key Performance Indicators (KPI) ie. Mean Time To Action on an incident (MTTA), ITCC In-House Resolution Rate (resolved without engaging support/SME), etc.
Continuous Improvement
- Stay current on new CN I&T Business Services and Technologies introduced into the I&T production environment, ie. Critical Systems for Operations / Mechanical / Engineering, Cloud Platforms, Mobility, Data Platforms, etc.
- Own your development plan and meet its defined criteria by established due dates (ie. online courses, trainings, etc.).
- Provide and actualize feedback from co-workers to drive improvements to maximize operational effectiveness as part of the Continual Service Improvement (CSI)
- Knowledge Management: identify and document new knowledge articles, as well as update existing articles, for use during future incidents and events.
- Comply with all appropriate CN I&T standards (ie. SOX controls, CN Code of Conduct / CN way /Security Compliance Standards).
**Working Conditions**
The role has standard working conditions in an office environment with 12-hour shifts, from 6:00 to 18:00 or 18:00 to 6:00, 3 days on and 3 days off. The role requires shift work and rotations to support a 24/7 support environment. Note: the team is currently working in a remote work from home (WFH) setup and the expectation is for a hybrid model longer term, rotating between being in the office and remote work from home.
**Requirements**:
Experience
- Minimum 2 years of general IT-related experience.
- Operations role or equivalent would be considered an asset
- Strong Incidents management and coordination skills
Education/Certification/Designation
- Technical College Degree or equivalent
Competencies
- Ability to work under pressure in a dynamic, fast-paced team environment with a focus on constant communication and always raising awareness during critical events and incidents.
- Work with a high sense of urgency, seeking to understand situations while never downplaying issues.
- Work both independently and in a team environment with little supervision.
- Collaborate with key stakeholders to enable higher productivity.
- Prior experience in the Transportation, Logistics or any other fast-paced industry would be considered an asset.
- Fluently bilingual both written and verbal (English and French) is an asset; proficient English skills are a must.
Technical Skills/Knowledge
- Effective troubleshooting skills.
- Cloud platform knowledge, Microsoft Azure platforms, Apigee, Google Cloud Platforms, Confluent Kafka, MuleSoft.
- Basic Knowledge of Windows Server, Linux, AIX and Mainframe Systems.
- Knowledge of IT Service Management (ITSM) tools, such as ServiceNow.
- Event Management experience, ie. HP Operations Bridge Manager.
- Batch Scheduler experience, ie. CA ESP Scheduler.
- Information Technology Infrastructure Library (ITIL) framework knowledge of key Operations processes, such as incident, event, problem, change, request and knowledge management.
**A
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