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Specialist, IT Incident Management - 35067

Location: DORVAL, QC, Canada
Posting Start Date: Feb 16, 2024
Posting End Date: Feb 29, 2024


Job Description


Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

As an Incident Management Specialist, you will be responsible for leading and overseeing the incident management process for software applications and systems used by Air Canada’s Contact Centres. You will ensure that any incidents or emergencies that may affect the availability, performance, or quality of the applications and systems are quickly identified, resolved, and prevented from recurring. You will also manage and coordinate the incident management team and communicate effectively with all stakeholders involved. 

These are exciting times for IT at Air Canada, sweating the assets recently implemented in the reservations, customer relations & loyalty contact centres. Air Canada is also investing in new technologies that will facilitate its digital transformation. This is a unique opportunity to work with state-of-the-art technologies, to build and lead a strong technical team of staff and supporting partners, and to contribute to the creation of the Air Canada of tomorrow. Air Canada manages a complex environment with many external dependencies and proper planning and documentation are keys to success. 

This position will be reporting to “Manager, Product Development, Delivery and Maintenance” responsible for Air Canada’s Contact Centres Systems.  


  • Developing and implementing incident management policies, procedures, and best practices. 
  • Establishing and maintaining incident management tools and systems. 
  • Responsible for documenting and keeping current all support and workflow processes. 
  • Monitoring and analyzing incident reports and trends. 
  • Assigning and supervising incident management team members. 
  • Acting as the primary point of contact and escalation for all incident-related matters. 
  • Ensuring timely and accurate communication and reporting of incident status, impact, and resolution. 
  • Lead a high-performance team of IT professionals.  
  • Be a visible and vocal change agent for resilient and performant services. 
  • Collaborate with internal and external technical and business experts to ensure long term planning and alignment of the platform technology requirements. 
  • Stay current in the latest airline amenities offering & sales strategies and roadmaps to ensure IT position as trusted advisor to our business teams.  
  • Ensure the stability, availability and performance of the applications and tools. 
  • Support Air Canadas governance strategies by ensuring the application platforms are operating within the defined SDLC, ITIL and Cyber risk frameworks. 
  • Collaborate with manufacturers, integrators, development, and testing teams to design a scalable and flexible and scalable support model. 
  • Conducting post-incident reviews and implementing improvement actions. 
  • Evaluating and enhancing the incident management process and performance. 
  • Work with 3rd party vendor to manage and maintain current support model.


  • A bachelor’s degree in computer science, information technology, or a related field. 
  • At least 5 years of experience in incident management or a similar role in software application delivery. 
  • Good knowledge of Air Canada’s contact centres and respective business processes and applications.  
  • A certification in incident management or a related field, such as ITIL or PMP. 
  • A strong knowledge of software application tools and technologies, such as SQL, Jira, Confluence, Git, etc.  
  • Excellent leadership, problem-solving, communication, and teamwork skills. 
  • A high level of attention to detail, accuracy, and quality.

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.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.


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