Qualifications

Air Canada is looking for a seasoned Specialist in IT Operations to take charge of leading and coordinating the resolution of major incidents, ensuring our global IT services experience minimal disruption. The ideal candidate will have a strong background in IT incident management, proven leadership skills, and the ability to work effectively under pressure. In this role, you will collaborate with cross-functional teams to identify, escalate, and mitigate major incidents while maintaining clear and effective communication with stakeholders. Furthermore, you will drive continuous improvement by evolving and implementing new processes aimed at reducing the frequency and impact of critical incidents.

Responsibilities: 

• Serve as the primary point of contact for all major incidents reported, ensuring swift, efficient, and effective handling of incidents from detection to resolution.
• Lead and coordinate activities of various teams involved in incident resolution, including technical support, operations, and communications teams.
• Ensure all stakeholders are consistently updated on the status, progress, and resolution of major incidents through clear and timely communications via email, chat, phone, and incident management tools.
• Maintain detailed incident records, including timelines, actions taken, and resolutions achieved, to facilitate post-incident analysis and continuous improvement. 
• Coach colleagues, helping less experienced team members while guiding them in the current and future Air Canada process flows.
• Conduct thorough incident analysis, identify root causes, and implement corrective and preventive measures to prevent recurrence.
• Assess, recognize, and escalate incidents requiring higher-level attention based on established escalation procedures and protocols.
• Contribute to the development and enhancement of incident management processes, documentation, and playbooks to ensure a consistent and efficient response to future incidents.
• Work with the larger team on maintaining proper documentation strategies.
• Work closely with members of the team, providing guidance and support, ensuring escalations and resolutions are timely and efficient.
• Generate incident reports, including post-incident reviews, to communicate lessons learned, highlight improvements, and present findings to management.
• Stay up to date with the latest industry trends, incident management best practices, and emerging technologies to improve the overall incident response capabilities of the organization.

Qualifications

• A pertinent university degree or technical certification, and/or equivalent experience relevant to the position.
• 9-12 years of experience in IT, operations, service delivery, or incident management, with demonstrated leadership in a large organization.
• Advanced ITIL Foundation certification or comparable certifications are highly preferred.
• Understanding of IT Management systems and tools, such as ServiceNow.
• Proficiency in incident response frameworks and best practices.
• Analytical Thinking: Capability to tackle a problem through a logical, methodical, and step-by-step process.
• Teamwork: The ability and readiness to effectively collaborate with colleagues in a team environment, demonstrating excellent leadership, interpersonal, and communication skills.
• Adaptability and Flexibility: The capacity to perform efficiently under stress or in rapidly changing or uncertain environments, while keeping self-control during challenging situations.
• Accountability and Credibility: Assumes responsibility for the organization's outcomes and its future strategies. Shows a clear commitment to being seen as dependable, trustworthy, and reliable.
• Customer Orientation: Evidences a commitment to meeting the needs of both external and internal customers.
• Forward Thinking: Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies.

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Air Canada is looking for a seasoned Specialist in IT Operations to take charge of leading and coordinating the resolution of major incidents, ensuring our global IT services experience minimal disruption. The ideal candidate will have a strong background in IT incident management, proven leadership skills, and the ability to work effectively under pressure. In this role, you will collaborate with cross-functional teams to identify, escalate, and mitigate major incidents while maintaining clear and effective communication with stakeholders. Furthermore, you will drive continuous improvement by evolving and implementing new processes aimed at reducing the frequency and impact of critical incidents.

Responsibilities: 

• Serve as the primary point of contact for all major incidents reported, ensuring swift, efficient, and effective handling of incidents from detection to resolution.
• Lead and coordinate activities of various teams involved in incident resolution, including technical support, operations, and communications teams.
• Ensure all stakeholders are consistently updated on the status, progress, and resolution of major incidents through clear and timely communications via email, chat, phone, and incident management tools.
• Maintain detailed incident records, including timelines, actions taken, and resolutions achieved, to facilitate post-incident analysis and continuous improvement. 
• Coach colleagues, helping less experienced team members while guiding them in the current and future Air Canada process flows.
• Conduct thorough incident analysis, identify root causes, and implement corrective and preventive measures to prevent recurrence.
• Assess, recognize, and escalate incidents requiring higher-level attention based on established escalation procedures and protocols.
• Contribute to the development and enhancement of incident management processes, documentation, and playbooks to ensure a consistent and efficient response to future incidents.
• Work with the larger team on maintaining proper documentation strategies.
• Work closely with members of the team, providing guidance and support, ensuring escalations and resolutions are timely and efficient.
• Generate incident reports, including post-incident reviews, to communicate lessons learned, highlight improvements, and present findings to management.
• Stay up to date with the latest industry trends, incident management best practices, and emerging technologies to improve the overall incident response capabilities of the organization.

Qualifications

• A pertinent university degree or technical certification, and/or equivalent experience relevant to the position.
• 9-12 years of experience in IT, operations, service delivery, or incident management, with demonstrated leadership in a large organization.
• Advanced ITIL Foundation certification or comparable certifications are highly preferred.
• Understanding of IT Management systems and tools, such as ServiceNow.
• Proficiency in incident response frameworks and best practices.
• Analytical Thinking: Capability to tackle a problem through a logical, methodical, and step-by-step process.
• Teamwork: The ability and readiness to effectively collaborate with colleagues in a team environment, demonstrating excellent leadership, interpersonal, and communication skills.
• Adaptability and Flexibility: The capacity to perform efficiently under stress or in rapidly changing or uncertain environments, while keeping self-control during challenging situations.
• Accountability and Credibility: Assumes responsibility for the organization's outcomes and its future strategies. Shows a clear commitment to being seen as dependable, trustworthy, and reliable.
• Customer Orientation: Evidences a commitment to meeting the needs of both external and internal customers.
• Forward Thinking: Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies.

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Responsibilities for this position include release and incident response management, daily operational support tickets, and supporting cloud features that enable the development team to leverage the cloud platform to create a great and secure experience for Air Canada’s employees worldwide.

Responsibilities: 

• Perform detailed testing and validation of HR digital solutions, including HRIS, employee portals, and other HR-related applications.
• Execute test cases, analyze results, and document defects, ensuring they are tracked and resolved in a timely manner.
• Collaborate with HR, HR Digital team, and other stakeholders to understand business requirements and translate them into test scenarios and plans.
• Develop, update, and maintain test scripts based on business requirements and system specifications.
• Ensure that test scripts cover functional, non-functional, integration, and user acceptance criteria.
• Identify, document, and prioritize defects, working closely with developers and vendors to resolve issues.
• Track defect resolution progress and conduct retesting as needed to confirm fixes.
• Support continuous improvement initiatives by analyzing testing processes and identifying areas for enhancement.
• Provide feedback and recommendations to improve the quality and efficiency of HR digital solutions.
• Prepare and maintain detailed documentation of testing activities, results, and issues.
• Generate reports and dashboards that provide insights into QA progress, defect trends, and overall system quality.
• Assist in user acceptance testing (UAT) by providing guidance and support to HR teams during testing phases.
• Work closely with the HR Digital QA Manager, developers, and other stakeholders to align QA activities with project timelines and deliverables.
• Participate in cross-functional meetings to provide QA insights and contribute to the planning and execution of HR digital projects.
• Ensure that all testing activities comply with organizational standards, QA guidelines, and industry best practices.
• Stay updated on HR technology trends and QA methodologies to continuously enhance personal expertise and effectiveness in the role.

Qualifications

• 2-4 years of experience in quality assurance, testing, or a related field, preferably within HR or digital systems.
  
• Proficiency in QA tools and methodologies, including test case management and defect tracking systems.
  
• Basic understanding of software development lifecycle (SDLC) and testing phases.
  
• Experience with automated testing tools is a plus.
  
• Strong analytical and problem-solving abilities, with an eye for detail.
  
• Ability to interpret complex requirements and translate them into effective test scenarios.
  
• Excellent verbal and written communication skills, with the ability to document and explain technical issues clearly.
  
• Ability to work effectively in a team environment and collaborate with various stakeholders.
  
• Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines.
  
• A proactive approach to problem-solving and continuous improvement.
  
• Willingness to learn and adapt in a dynamic, fast-paced environment.

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Basic function:

• Perform operational and/or administrative duties of a complex nature requiring initiative and judgment.  

Tasks/ Responsibilities:

• Sort and merge documents, reports, etc.
• Edit and proofread
• Work under pressure
• Flexible
• Prepare, maintain, validate, input, and update data/files, records, documents, manuals, etc.
• Receive, index and revise manuals or data
• Prepare correspondence
• Receive and direct all incoming calls
• Provide assistance for outgoing calls, e.g. directory assistance, calling card
• Refer external customers to appropriate areas, e.g. departments, employees
• Assist other employees in the department
• Liaise with internal/external customers
• Research, resolve, and respond to internal/external customer issues and queries, verbally and/or in writing
• Work with minimal or no supervision
• Design, compose, format and produce correspondence, reports and documents using a variety of software applications
• Prepare third party billings
• Handle cash/cheques and related documentation
• Verify and process invoices, claims and/or expenses
• Coordinate and make necessary arrangements for presentations, seminars, training sessions, interviews, etc.
• Build, update and maintain schedules and staff rosters
• Organize and prioritize workload to meet deadlines
• Comply with Government Regulations, Company Policies, Collective Agreement and procedures
• Administer Collective Agreements
• Control distribution and maintain Company and technical publications
• Maintain a high level of accuracy
• Operate specific department/Company software programs
• Develop and maintain schedules
• Maintain confidentiality at all times
• Maintain and develop accurate maintenance and/or technical records
• Audit records
• Monitor equalization of overtime
• May be required to perform other related duties which do not affect the nature of the job

In addition to the above, may be required to perform the Tasks / Responsibilities as outlined in Assistant Coordinator Level. 

Your benefits

• As one of the leading employers in Canada, we like to ensure our employees are well rewarded with a range of benefits including:
  Air Canada staff love to travel, and we have one of the most generous employee travel programs in the industry. You will be eligible for travel privileges for yourself and other eligible persons once you’ve completed twenty-eight (28) weeks of service.
• We value your wellbeing which is why we offer a wide variety of benefit plans, including health and dental, for you and your family.
• Training and development tools to help unlock your full potential.

Qualifications

Education:

• High School graduation

Skills / Knowledge:

• Good interpersonal skills
• Good communication skills, both written and verbal
• Intermediate knowledge of Microsoft Office applications
• Proficiency in spelling, punctuation and grammar
• Knowledge of aircraft terminology
• Aptitude for math
• Aptitude for accuracy and detail

Experience:

• Minimum 2 years experience

Specific requirements:

• Some positions may require lifting and climbing
• Some positions require licenses, e.g. Driver’s, MOT, AVOP etc.
• Some positions may require shift work and/or work staggered starting and stopping times 
• Some positions may be exposed to weather conditions
• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibly of the candidates applying for this position.

Linguistic Requirements

Priority will be given to candidates that are bilingual in English and French. Air Canada, operating in a global industry and serving customers from all over the world, strives to offer all of its customers a positive and memorable travel experience.