Specialist Operational Incident Response Desk

CPKC; Calgary; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible benefits

Pension plan

Employee share plan

Performance bonus

Fitness subsidy

Part-time studies

Job summary

CPKC is seeking a Specialist Operational Incident Response Desk in Calgary to be the first point of contact for a wide range of incidents across the network. You will receive, assess, coordinate, and help resolve issues reported by internal and external stakeholders in a safety-sensitive environment.

The role requires quick decision-making, strong documentation, and the ability to shift rapidly from routine operations to crisis situations.

Qualifications

• High School Graduation or General Equivalency
• Rotating day/night shift schedule with two-week pack and 365 days including holidays
• Customer-focused and results-driven
• Ability to gather information quickly and make decisions
• Familiarity with the OODA Loop is a plus
• Strong documentation and communication skills
• Fluency in French, English, or Spanish is an asset

Responsibilities

• Manage incident intake, triage, documentation, and dispatch in a safety-sensitive environment
• Coordinate emergency response for derailments, signal failures, power outages, crossing incidents
• Monitor workforce availability and regulatory hours-of-service for resource deployment
• Provide technical troubleshooting and stakeholder support
• Conduct incident trend analysis and recommend corrective actions
• Support FRA and Transport Canada compliance, investigations, and audits
• Coordinate contractor access and right-of-way protection
• Maintain incident records and communications as legal documentation
• Support trackside monitoring systems and field safety programs

Skills

Customer-focused

Decision making

Crisis response

Multilingual

Communication

Documentation

De-escalation

Radio/phone reporting

Education

High School Diploma

Job description

Posting Start Date: 7/21/26

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

The Specialist Operational Incident Response Desk serves as the first point of contact for operational and engineering-related incidents across the CPKC network. This role is responsible for receiving, assessing, coordinating, and helping resolve a wide variety of issues reported by both internal and external stakeholders.

POSITION ACCOUNTABILITIES

• Manage operational incident intake, triage, documentation, and dispatch activities in a fast-paced, safety-sensitive environment
• Coordinate emergency response efforts for derailments, signal failures, power outages, and crossing incidents
• Monitor workforce availability and regulatory hours-of-service compliance to optimize resource deployment
• Provide technical troubleshooting and support to internal and external stakeholders
• Conduct incident trend analysis to identify recurring issues and recommend corrective actions
• Support FRA and Transport Canada compliance requirements, investigations, and audits
• Coordinate contractor access, Call Before You Dig requests, and right-of-way protection activities
• Maintain accurate incident records and communications as legal and regulatory documentation
• Support trackside monitoring systems, operational technology platforms, and field safety programs

POSITION REQUIREMENTS

• High School Graduation or General Equivalency
• Scheduled shifts 7/24, rotating days to nights (06:30 to 18:30/18:30 to 06:30), two-week pack, 365, including stat holidays, weekends and evenings. May be required to work extended shift rotation based upon manpower, and current events that may impact personnel levels
• Customer-focused and results-driven
• Ability to gather information quickly, assess situations, and make decisions in a fast-paced environment
• Familiarity with the OODA Loop (Observe, Orient, Decide, Act) is considered an asset
• Strong conflict management and de-escalation skills
• Ability to maintain professionalism and fairness when dealing with stakeholders, employees, and emergency situations
• Strong documentation skills
• Ability to quickly shift from routine operations to crisis response situations
• Ability to communicate clearly and accurately via radio, telephone, and written reports
• Understands the importance of rapid, informed decision-making in a safety-sensitive environment
• Fluency in French, English, or Spanish (both written and verbal) is considered an asset
• Able to manage emotionally challenging incidents while maintaining operational control

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: 106234
• Department: Network & Capacity Management
• Job Type: Full-Time
• Position Type: Non-Union
• Location: Calgary, Alberta
• Country: Canada
• % of Travel: 0-10%
• # of Positions: 1
• Job Grade: 4
• Job Available to: Internal & External