Specialist Service Operations Center
Canadian Pacific
Alberta
7d ago
  • Req ID : 73784
  • Department : Information Services
  • Job Type : Full-Time
  • Position Type : Non-Union
  • Location : Calgary, Alberta
  • Country : Canada
  • of Positions : 1.00

  • Job Available to : Internal & External
  • Deadline to apply : 10 / 23 / 2018
  • PURPOSE OF THE POSITION :

  • Lead and drive technical solution for Priority 1 & 2 incidents
  • Prevent technical incidents though proactive event and alert monitoring
  • Manage and maintain service levels to mitigate impacts to Rail and Financial operations
  • POSITION ACCOUNTABILITIES :

  • Technical lead for all Priority 1 and high impacting Priority 2 incidents
  • Initiate key processes to provide overall resolution and / or workaround until corrective solution can be implemented
  • Technical understanding of IS Applications and Infrastructure to drive incident to resolution and mitigate future outages
  • Identify process gaps and recommend technical solutions to mitigate future incidents
  • Monitor all alerts and prioritizing based on severity level and impact
  • Assess and leverage key performance indicators to mitigate future issues
  • Technical leadership to support teams during and post incidents
  • Initiates security audits on the applications to ensure meeting policies and procedures to mitigate threats based in incident reviews
  • Other functions may include overflow for Network Operations and Service Desk functions depending on workload
  • POSITION REQUIREMENTS :

  • University degree in Computer Science or IT college
  • Minimum 5 years of IT experience
  • Communication Management written and verbal
  • Knowledge of monitoring solutions and incident practices Previous experience with SCOM, Control-M and Solarwinds is a plus
  • Knowledge of ITIL framework ITIL certification highly desired
  • Demonstrated knowledge in various technologies
  • Strong analytical and problem Solving skill quick with risk and mitigation. Previous experience with Kepner-Tregoe methodology is a plus
  • Facilitation & negotiation skills - drives corrective action
  • Strong organizational and time management skills
  • Demonstrated leadership and vision in managing staff groups and major initiatives
  • Communication written, verbal, with passion and conviction
  • Customer Focus and ability to manage expectations, managing difficult situations with customers
  • 7x24x365 Operation On Site Scheduled shift rotation (includes weekend, holidays, night and day shifts)
  • Solid Conflict Resolution skills; resiliency to change and ability to manage
  • Manage diversity
  • WHAT CP HAS TO OFFER :

  • Flexible and competitive benefits package
  • Competitive company pension plan
  • Employee Share Purchase Plan
  • Performance Incentive Program
  • Annual Fitness Subsidy
  • ADDITIONAL INFORMATION :

    As an employer with national presence, the possibility does exist that the location of your position may be changed based on organizational requirements.

    Background Investigation :

    The successful candidate will need to successfully complete the following clearances :

  • Criminal history check
  • Reference check
  • Apply
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