Analyst Operation Center and Event Management

at  Canadian National Railway

At CN, we work together to move our company—and North America—forward. Be part of our Information & Technology (I&T) team, a critical piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams use the agile methodology to automate and digitize our railroad ensuring our operations run optimally and safely and our employees can focus on value-added tasks. You will be able to develop your skills and career in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us!..
Job Summary
The Analyst Operation Center and Event Management is responsible for ensuring the performance of I&T services and products. The incumbent can be involved either with the I&T Operation Centre (ITCC) or the Telecom Network Operation Centre (TNOC). Both centres are critical to CN’s I&T Operations by ensuring the availability and performance of CN’s I&T network, infrastructures, services and products. Both centers operate on a 24/7 basis. The ITCC ensures the availability and performance of the company’s I&T services and products which consists of over 1,000 applications and numerous infrastructure types. These applications are critical to the safety and on-time movement of our trains across our 20,000-mile network (e.g. Positive Train Control (PTC)).
Main Responsibilities

Support

• Ensure availability, monitoring and performance of I&T services and products (infrastructure and applications) namely through event management across the I&T production environment
• Respond to service calls from partners as well as end-users across CN
• Work in a team setting, coordinate and communicate with peers as well as Shift Coordinators and I&T leadership
• Provide level 1 & level 2 Event and Incident Management with manual correlation
• Categorize and prioritize potential incidents as well as troubleshoot and support incidents until resolution within established service levels in-house without the need to engage further technical support
• Conduct Problem Management with key players to establish the root cause analysis for significant events and incidents when underlying items are unknown
• Manage incidents and tickets according to service levels and communicate effectively to I&T and business partners
• Escalate issues to appropriate specialists according to escalation procedures
• Manage, coordinate and execute CN service restoration and maintenance activities

Continuous Improvement

• Stay abreast to new products, services and technologies
• Provide and actualize feedback from co-workers to drive improvements to maximize operational effectiveness as part of the Continual Service Improvement (CSI)
• Oversee I&T production change and release management activities
• Execute a portion of applied changes
• Review, approve, coordinate and execute emergency change
• Apply and ensure compliance with all appropriate CN I&T standards (e.g. Security, Architecture, Project Delivery Methodology, Sarbanes-Oxley (SOX), etc.).

Working Conditions
The role has standard working conditions in an office environment with 12-hour shifts, from 6:00 to 18:00 or 18:00 to 6:00, 3 days on and 3 days off. The role requires shift work and rotations to support a 24/7 environment.

REQUIREMENTS

Experience

Please refer the Job description for details