IT Operations Analyst (IT Operations Centre)

AIR CANADA; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

Air Canada in Toronto is seeking an IT Operations Analyst to maintain a secure and reliable technology environment, focusing on troubleshooting and operational tasks to support Air Canada's core IT services: infrastructure, applications, and digital platforms. The IT Operations Centre collaborates with the central IT team to monitor proactively and drive automation opportunities.

The successful candidate reports to the IT Operations Service Manager and will participate in shift work.

Qualifications

• University degree or relevant technical certification, or relevant experience proportional to the position.
• 3–5 years in an enterprise IT environment or global network operations center.
• 3–5 years in IT monitoring tools (Dynatrace, Splunk, Glassbox, etc.), ITIL processes and implementation, and service management tools.
• Recent certifications such as CCNA, MSCE, AWS, CSP, ITIL, etc.

Responsibilities

• Assist in supporting Air Canada's Apple device fleet (iOS, iPadOS).
• Act as the primary upper-tier point of contact for the service desk and other IT teams.
• Elevate issues to appropriate teams and perform preliminary troubleshooting.
• Coordinate tasks for the major incident duty manager and follow up on remediation.
• Provide daily support to extended IT teams by executing documented procedures.
• Ensure monitoring tools are configured to receive proactive alerts.
• Identify recurring problems with IT teams and help mitigate consequences.
• Document design and SOPs to expand the IT Operations Centre service portfolio.
• Formulate recommendations for service improvement plans and ensure completion.
• Support cybersecurity teams on IT certificate management and cloud portals.
• Investigate and mitigate repetitive IT service incidents with the IT Operations team.

Skills

IT monitoring

Incident management

Problem solving

Communication

Teamwork

Education

University degree or cert

ITIL certification

Cisco CCNA / MSCE / AWS

Cloud certifications

Tools

Dynatrace

Splunk

Glassbox

Job description

Belonging to Air Canada is to belong to a Canadian symbol, Air Canada recently voted best airline in North America. Take your career to new heights by joining our innovative and diverse team at the forefront of passenger air transport.

The successful candidate for the IT Operations Analyst position ensures a secure and reliable technological environment for Air Canada by focusing on troubleshooting and operational tasks to support the Company's essential IT services: core infrastructure, applications, and digital environment. The IT Operations Centre team constantly collaborates with the central IT team to find ways to proactively monitor the environment and develop skills to manage crucial activities. It is also a key catalyst for service automation in the IT portfolio.

The successful candidate reports to the IT Operations Service Manager.

Responsibilities:

• Assist in supporting Air Canada's Apple device fleet (iOS, iPadOS).
• Act as the primary upper-tier point of contact for the service desk and other Air Canada IT teams for any issues related to the technological environment.
• Efficiently elevate service-affecting issues to appropriate teams and collaborate with them to ensure issues are resolved as quickly as possible. Perform preliminary troubleshooting before escalating. Proactively respond to alerts by making necessary corrections to resolve issues and prevent larger ones from occurring.
• Coordinate tasks for the major incident duty manager. Notably organize communications and follow up on troubleshooting measures in the event of a major incident.
• Provide daily support to extended IT support teams by executing documented operating procedures that will optimize the systems environment.
• Ensure monitoring tools are properly adapted and configured to efficiently receive proactive alerts.
• Work closely with the IT Service Management team to identify recurring problems in technical systems and work towards resolving them or executing documented procedures to mitigate consequences.
• Work with IT Operations Centre Systems Management Analysts, Automation Analysts, and the extended IT team to expand the IT Operations Centre service portfolio by documenting design, standard operating procedures, and other value-generating opportunities.
• Formulate recommendations for service improvement plans and ensure measures are implemented to completion in a timely manner.
• Collaborate with internal and third-party teams to ensure measures are taken and completed to protect and improve services.
• Provide support to cybersecurity teams regarding IT certificate management.
• Perform initial investigations and make proactive decisions regarding cloud web portals in accordance with computer security procedures.
• Acquire knowledge of monitoring tools that will be used to monitor Air Canada's IT infrastructure.
• Collaborate with the IT Operations team to investigate and mitigate repetitive IT service incidents.

Qualifications

• University degree or relevant technical certification, or relevant experience proportional to the position.
• Three to five years of experience in an enterprise IT environment or global network operations center.
• Three to five years of experience in IT monitoring tools (Dynatrace, Splunk, Glassbox, etc.), incidents and major incidents, ITIL process concepts and implementation (incident management, problem management, and change management), IT service management tools and processes, and in an operational technical position under the direction of an application, infrastructure, or network operations support team or as a senior team member in a related department.
• Recent certifications in a related field, such as CCNA, MSCE, AWS, CSP, ITIL, etc.
• Ability to work effectively under pressure, in a constantly changing environment, or under uncertain conditions.
• Ability to work collaboratively with others on a team and communicate (orally and in writing) effectively at all levels of the enterprise.
• Willingness to satisfy external and internal customers.
• Ability to anticipate the consequences of given situations and take appropriate action to prepare for any eventuality.
• Excellent organizational and troubleshooting skills and a passion for service improvement.
• Show punctuality and reliability to support the team's overall success in a fast-paced environment.
• This position requires a high level of availability and flexibility, as the incumbent may be required to work shifts. Shift work may include night and weekend shifts, statutory holidays, and on‑call work as needed.
• Assets: DevOps, web, and mobile application support; Security+ or other certifications; Linux certifications or experience; storage knowledge and troubleshooting; CCNA networking experience or equivalent; ITIL certification; SolarWinds, Dynatrace, or NetScout certification or comprehensive experience in the matter.

Conditions of Employment:

Candidates must be eligible to work in the country concerned at the time an offer of employment is made and are responsible for obtaining work permits, visas, or other necessary authorizations. Proof of eligibility must be provided prior to the start date.

Language Requirements

All things being equal, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding workplace that highlights the unique contribution of our employees to our company's success.

As an equal opportunity employer, we encourage diverse applications to build a workforce that is varied and representative of our customers and the communities where we live and serve.

Air Canada thanks all candidates for their interest, but only those selected for an interview will be contacted.