Major Incident Coordinator

CPKC; Calgary; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Benefits package

Pension plan

Employee share plan

Performance incentive

Fitness subsidy

Part-time studies program

Job summary

CPKC in Calgary, Alberta seeks a Major Incident Coordinator to lead high‑priority IT incidents, coordinate cross‑functional teams, and drive rapid service restoration. The role emphasizes ITIL‑based processes, root cause analysis, and proactive system monitoring.

You will analyze incidents, communicate findings, and contribute to continuous improvement while supporting 24/7 operations and complex problem resolution.

Qualifications

• Degree or diploma in Computer Science, Engineering, Information Systems, or related discipline.
• Experience as Major Incident Coordinator or similar with strong analytical/problem‑solving skills.
• Proven ability to collaborate with peers, leaders, and cross‑functional teams in a fast‑paced environment.
• Track record of leading teams and driving issue resolution with limited supervision.
• Knowledge of ITIL, SDLC and PMO practices; CompTIA A+ and ITIL v4 are assets.

Responsibilities

• Analyze, document, and communicate findings using流程 and system documentation.
• Improve operational processes and system performance by identifying issues and enhancements.
• Execute ITIL Incident, Problem, and Change Management with minimal supervision.
• Manage and prioritize incidents and problems, meet deadlines, and align with stakeholders.
• Collaborate with internal partners, technical teams, and leadership; adapt to changing priorities.
• Support 24/7 operations, including 12‑hour shifts, irregular schedules, and on‑call duties.

Skills

Leadership

Communication

Analytical thinking

Problem solving

Collaboration

Education

Degree in Computer Science/Engineering/Info Systems

Tools

ITIL

SDLC

PMO practices

CompTIA A+ (asset)

ITIL v4 (asset)

Job description

Posting Start Date: 8/25/26

Join CPKC, North America’s first transnational railroad connecting U.S., Canada, and Mexico, where your career drives progress and safety is paramount. We connect communities, fuel economic growth, and provide meaningful work in a culture that values diversity, accountability, and pride. With opportunities for training, development, and advancement, you’re not just building a career—you’re part of something bigger. Together, we move goods, connect people, and create lasting change. Your future starts here.

PURPOSE OF THE POSITION:

As a Major Incident Coordinator (MIC), you will be at the forefront of managing and resolving high-priority technology incidents that impact business operations. Leveraging your technical knowledge, analytical mindset, and leadership skills, you will coordinate cross-functional IT teams, facilitate critical incident response activities, and ensure timely restoration of services. The MIC serves as a trusted leader during incidents, driving effective communication, informed decision-making, and continuous improvement through root cause analysis and proactive system monitoring. This is an exciting opportunity to make a direct impact on business continuity and service reliability.

POSITION ACCOUNTABILITIES:

• Analyze, document, and communicate findings using tools and methodologies such as process flows, business process designs, and system documentation while assessing impacts and risks associated with system or process changes
• Continuously improve operational processes and system performance by identifying issues, evaluating current practices, and recommending effective enhancements
• Execute ITIL-based Incident, Problem, and Change Management processes with minimal supervision while contributing to system and service availability improvements
• Manage and prioritize incidents and problems of increasing complexity, balancing competing priorities, meeting tight deadlines, and ensuring stakeholder expectations are clearly communicated
• Demonstrate strong critical thinking, analytical, and communication skills while collaborating with internal business partners, technical teams, leadership, and key stakeholders, and adapting to changing priorities
• Support 24/7 operations as required, including 12-hour shifts, irregular schedules (evenings, weekends, and overnight), on-call responsibilities, and providing input to optimize system and process availability and performance

POSITION REQUIREMENTS:

• Degree or diploma in Computer Science, Engineering, Information Systems, or a related discipline, or an equivalent combination of education and experience
• Previous experience in a Major Incident Coordinator role or a similar position with demonstrated analytical and problem‑solving capabilities
• Proven ability to collaborate effectively with peers, leaders, cross‑functional teams, and virtual teams in a fast‑paced environment
• Demonstrated success managing increasingly complex situations, leading teams, and driving issue resolution with limited supervision
• Working knowledge of operational excellence frameworks and methodologies, including ITIL, Software Development Lifecycle (SDLC), and Project Management Office (PMO) practices and deliverables
• CompTIA A+ and ITIL v4 certifications are considered strong assets and preferred qualifications

WHAT CPKC HAS TO OFFER:

• Flexible and competitive benefits package
• Competitive company pension and/or retirement plans
• Employee share purchase plan
• Performance incentive plan
• Annual fitness subsidy
• Part‑time studies program

PRE-EMPLOYMENT REQUIREMENTS:

Background Investigation

• Criminal history check
• Education verification
• Professional references

BECOMING A RAILROADER:

As an employee with a North American presence, the possibility does exist that the location of your position may be changed based on organizational requirements.

Management Conductor Program

Becoming a qualified conductor or locomotive engineer is the single best way for a management employee to learn the business at CPKC. You may be required to obtain a certification or to maintain your current certification/qualification as a conductor or locomotive engineer.

CULTURE OF INCLUSION:

For our U.S. applicants, CPKC is an equal opportunity/affirmative action employer, inclusive of protected veterans and individuals with disabilities. For Canadian applicants CPKC is an employment equity employer committed to the principles of employment equity and inclusion. We encourage all qualified candidates to apply including: women, Black, Indigenous, People of Color (BIPOC), members of the LGBTQ+ community and people with disabilities. Accommodations for the job application process can be provided, as appropriate, upon request. All applicant information will be managed in accordance with the federal Personal Information Protection and Electronic Documents Act (PIPEDA).

• Req ID: 106407
• Department: Information Services & Network Service Centre (NSC)
• Job Type: Full-Time
• Position Type: Non-Union
• Location: Calgary, Alberta
• Country: Canada
• % of Travel: 0-10%
• # of Positions: 1
• Job Grade: 5
• Job Available to: Internal & External