Lead, Operation Center and Event management
Canadian National Railway Company
Montreal, QUEBEC, Canada
5d ago

ABOUT IT AT CN

  • CN harnesses the power of information every minute of every day to make better decisions. Almost every aspect of our business relies on technology;
  • this is why CN invests around $100 million every year on IT projects and infrastructure. And with close to 1,000 in-house employees, CN’s IT team is more than a first-

    class technology shop they’re railroaders, dedicated to enabling our people to work better and to helping our trains run safely.

    WHY DO YOU WANT THIS JOB?

    The role of Lead Operation Center & Event Management, is to support the I&T Operation Center (ITCC) or the Telecom Network Operation Center (TNOC).

    Both centers are critical to CN’s I&T Operations by ensuring the availability and performance of CN’s I&T network, infrastructures, services and products.

    RESPONSIBILITIES

    Partner with HR to bring new talent to the organization by determining which skills and roles will be required in the future and by making thoughtful hiring decisions

    Provide a positive and welcoming onboarding experience to all new employees by ensuring they have access to the tools and resources needed to fulfill the requirements of their job

    Recognize employee milestones (service awards, retirements, etc.) as well as significant contributions and enhanced responsibilities

    Focus on communications and foster collaboration by regularly providing updates to teams about ongoing initiatives and encouraging teams to work together to accomplish common goals and learning

    Manage employee performance by ensuring employees who are meeting expectations and / or may not be meeting expectations are identified and supported

    Create and enable a positive and engaging work environment by ensuring individual strengths are uncovered and leveraged through frequent and focused conversations -

    collaborate, coach and build connections with employees

    Participate in succession planning by contributing to the yearly talent review cycle and identifying employees with the potential to move up the management and expertise paths

    Support employee development by having regular career conversations with all employees (documented and tracked) and supporting them in reaching their career goals

    Ensure knowledge is preserved through cross-training for key skill sets in the team (knowledge transfer)

    Ensure availability, monitoring and performance of I&T services and products (telecom network, infrastructure and applications) namely through event management across the I&T production environment and responding to service calls from partners as well as end-users across CN

    Escalation point for incident and event management. They will ensure appropriate team(s) are engaged according to the criticality and urgency of the event or incident.

    Escalation point off-hours (rotational basis) for events and incidents of criticality and urgency. Help steer the issue in question and ensures the right team(s) and specialist(s) are engaged, communications to key stakeholders are timely and when required, manager escalation is performed.

    Major incident management and coordination following the same format as mentioned above

    Cybersecurity crisis management

    Critical to the execution of all I&T Disaster Recovery and BCP scenarios including rail traffic control and field operations

    Chair key meetings, such as the daily CAB, major change, maintenance activities, etc.

    Produce various reports, such as metrics / KPI, technology and operational reports

    Oversee the onboarding of new technologies and transition of knowledge to the team

    Oversee problem management with key players to establish the root cause analysis for events and / or incidents when underlying items are unknown

    Manage the handling of cases and tickets according to service levels and ensure the communication to I&T and business partners

    Oversee I&T production change and release management activities. The lead may be escalated to as needed should a situation be encountered.

    DevOps model leveraged.

    Apply and ensure compliance with all appropriate CN I&T standards (i.e. Security, Architecture, Project Delivery Methodology, SOX, etc.)

    REQUIREMENTS

    Bachelor’s degree or equivalent experience

    Minimum 5-7 years overall work experience

    Minimum 2 years experience demonstration leadership qualities and / or overseeing deliverables

    Great understanding of Rail Operations and associated supporting technologies

    ITIL v3 framework knowledge of key Operations processes

    Excellent verbal / written communication and interpersonal skills is required to document,communicate findings and escalate critical incidents

    Technical understanding of IT ecosystems, particularly for large companies

    Ability to effectively lead a fast-paced Operations teams with strong decision making skills

    Very good prioritization capabilities

    Bilingual skills (French / English) both verbal and written is a must

    CCIE or CCNP with 3 years experience

    NRS3 or NRS2 with 3 years experience

    ASSETS

    Knowledge of various network topologies and protocols

    Knowledge of various datacenter and field infrastructure components (power, environmental, server, storage)

    Knowledge of ITSM tools (HPSM, ServiceNow)

    CN is an employment equity employer and we encourage all qualified candidates to apply. We thank all applicants for their interest, however, only candidates under consideration will be contacted.

    Please monitor your email on a regular basis, as communication is primarily made through email.

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