IT Operations Analyst

4 weeks ago

Montreal, Quebec, Canada CN Full time
Job Summary

The IT Operations Analyst is responsible for ensuring the performance of I&T services and products. The incumbent can be involved either with the I&T Operation Centre (ITCC) or the Telecom Network Operation Centre (TNOC). Both centres are critical to CN's I&T Operations by ensuring the availability and performance of CN's I&T network, infrastructures, services and products. Both centers operate on a 24/7 basis.

Main Responsibilities

Support

  • Ensure availability, monitoring and performance of I&T services and products (infrastructure and applications) namely through event management across the I&T production environment
  • Respond to service calls from partners as well as end-users across CN
  • Work in a team setting, coordinate and communicate with peers as well as Shift Coordinators and I&T leadership
  • Provide level 1 & level 2 Event and Incident Management with manual correlation
  • Categorize and prioritize potential incidents as well as troubleshoot and support incidents until resolution within established service levels in-house without the need to engage further technical support
  • Conduct Problem Management with key players to establish the root cause analysis for significant events and incidents when underlying items are unknown
  • Manage incidents and tickets according to service levels and communicate effectively to I&T and business partners
  • Escalate issues to appropriate specialists according to escalation procedures
  • Manage, coordinate and execute CN service restoration and maintenance activities
Continuous Improvement

Key Responsibilities

  • Stay abreast to new products, services and technologies
  • Provide and actualize feedback from co-workers to drive improvements to maximize operational effectiveness as part of the Continual Service Improvement (CSI)
  • Oversee I&T production change and release management activities
  • Execute a portion of applied changes
  • Review, approve, coordinate and execute emergency change
  • Apply and ensure compliance with all appropriate CN I&T standards (Security, Architecture, Project Delivery Methodology, Sarbanes-Oxley (SOX), etc.)
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 environment.

Requirements

Experience

  • Minimum 2 years of overall work experience
  • Minimum 3 years of technical experience in I&T operations or equivalent
  • Experience with Mainframe, JCL, Batch Schedulers, Linux or Windows Server

Education/Certification/Designation

  • Technical College Degree

Competencies

  • Inspires others with impactful communications and adapts to the audience through speech and writing
  • Applies analytical thinking
  • Innovates through problem solving

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