Incident & Escalation Analyst

**Role and Responsibilities**

**_
CAE Flight Operations Solutions is an industry-leading digital platform trusted by the world’s top airlines and business aviation companies to optimize their operations. Every year, more than 50 million flights and over 200,000 crew members are supported by CAE's flight operations software backed by a global team and unparalleled expertise._**

**_
Spanning crew, flight, movement, airport, on-board catering, and cost management, CAE's customizable end-to-end solution improves decision making by harnessing the power of integrated data and advanced technologies to improve operational performance, profitability, employee satisfaction and passenger experience._**

**The role we are offering you**:

- As a Global Incident Response lead, you will facilitate the response efforts for critical incident
- Incident management support covering all Incidents from Initiating bridge call start till Incident restoration.
- Coordinate major incidents in a following the sun mode, this role works 24/7
- Ticket management analysis and follow-up till closure
- Overseeing the incident management process and team members involved in resolving the incident.
- Responding to a reported service incident, identifying the cause, and initiating the incident management process.
- Ensure we’re meeting performance metrics / SLAs
- Prioritizing incidents according to their urgency, priority and impact on the business.
- Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
- Collaborating with the incident management team to ensure that all protocols are diligently followed.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Adjusting the incident management process as required to ensure its effectiveness.
- Communicating with upper management if major issues are found in the IT system.
- Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
- Aligning and coordinating activities between customer, vendor and internal teams.
- Bachelor's degree in information technology, engineering, or a related field.
- At least 5 years’ experience working in IT service management, or a similar role.
- Strong knowledge of IT service management software including ITIL
- Excellent managerial skills and ability to collaborate with team members.
- Ability to analyze a high volume of technical data and work in a fast-paced environment.
- Strong problem solving, analytical, and time management skills.
- ITIL Foundation Certified

**CAE offers**:

- an environment where your initiatives will be recognized and valued.
- the opportunity to travel internationally.
- the opportunity to work on a variety of projects on a multidisciplinary team.
- the opportunity to represent the organization at external conventions and conferences.
- the possibility to work from home occasionally.
- flexible schedules.
- attractive employee benefits.

Come share your passion with us

**Position Type**

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

**Equal Employment Opportunity**

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.

The masculine form may be used in this job description solely for ease of reading, but refers to men, women and the gender diverse.