Canadian Pacific (CP) and Kansas City Southern (KCS) are now CPKC.
As the only truly North American railway, we are making big moves!
Drawing on our strong foundations and heritage, CPKC moves essential goods across our 20,000-mile network to support economic growth throughout Canada, the U.S. and Mexico.
Be a part of history as we connect a continent and create exciting career opportunities across our new transnational network.
Visit cpkcr.com to learn about the CPKC advantage, our purpose and culture.
Description The Specialist, Technical Assistance Centre provides 24X7 monitoring and technical support response services (Tier 1 – Tier 1.5) for a broad array of IS system including telecommunication, digital radio, network, datacenter, servers, applications, and wayside equipment. The role is responsible for standardized documentation, configuration, maintenance and operation of monitoring tools, Application Performance Management, and AIOps platforms as well as operational reporting. Technical support provided by the role would be initial triage and response to trouble alerts based on defined playbooks and knowledgebase articles with escalation to advance knowledge teams if initial triage and response does not resolve the trouble ticket. Accountabilities Documentation, configuration, management and operation of monitoring, application performance management, and AIOps tools.
Provide triage and initial incident response to trouble tickets generated by system monitoring, application performance management, and AIOps tools.
Post incident problem management activities against critical incident to include root cause analysis and technical gap closure.
Operational system performance and SLA reporting.
The role provides system monitoring and response services for IS systems across the entire network including train control and OT systems.
Ideal Candidate Qualifications Required Bachelor's degree from an accredited university or college or enrolled in an accredited program with less than one year until graduation, or equivalent combination of education and experience.
CCNA Certification.
ITIL Foundations certificate.
Preference given to candidate with the following training / certification: CCNP Enterprise.
Cisco Certified Specialist - Data center core.
Microsoft Technical Associate Microsoft Azure Cloud AWS Cloud One year experience working with the following program languages: .NET, Java, SQL, C++.
Two years of experience configuring, managing, and operating monitoring tools.
Four years of experience monitoring IT infrastructure and applications.
Knowledge of industry best practices on Infrastructure and Application monitoring, alerting, and response technologies and practices.
Knowledge of network technologies and equipment from industry leading vendors such as Cisco, F5, Aruba, etc.
Knowledge of datacentre, computing technologies and operating systems including Microsoft Windows Server, SUSE Linus, Redhat Linux.
Knowledge of database operations.
Skilled responding to and resolving operationally impacting IT incidents following ITIL best practices.
Skilled in using Microsoft productivity tools and ServiceNow.
Capable using online learning management systems and learning new tools and procedures in a short period of time (weeks vs months).
Fluent in written and spoken Spanish and English (advance level).
Working Conditions Occasional periods of moderate physical activity Occasional periods of stress when managing critical incidents This position will have a regular full-time schedule with 24X7 coverage utilizing shifts. Evening and weekend shifts are expected.
This role rotates shifts, this role is not on on-call support.
We Offer Complete health and welfare benefits package Competitive salary Incentive plan Vacation plan EEO Statement We value a culturally diverse workforce and are proud to be an equal opportunity employer while providing reasonable accommodations for all employees.
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex gender identity, sexual orientation, national origin, disability status, or any other legally protected basis, in accordance with applicable law.
The talent selection process for vacant positions at CPKC is governed by the principles established in its Labor Equality and Non-Discrimination Policy, and applies to all applicants internal and external alike.
In addition, clinical tests and background check are not part of the final decision-making process during selection.
Required Skills Required Experience
