Analyst Operational Technical Support
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Key skills for this role
About the Role
CPKC is seeking an Analyst Operational Technical Support responsible for ensuring the safe, reliable operation of Positive Train Control (PTC) and supporting Operations Technology systems.
Key Skills for This Role
Responsibilities
- Provide real time technical support for PTC and Operations Technology systems, responding to and resolving operational incidents to ensure safe and continuous train operations
- Diagnose and resolve system issues through log analysis, system monitoring tools, and coordination with field teams and stakeholders
- Apply knowledge of PTC system behavior, trip flows, and failure modes to support safe decision making and maintain regulatory compliance
- Maintain accurate incident documentation, contribute to knowledge resources, and support team awareness through clear communication and information sharing
- Work a 24/7 shift environment, including nights, weekends, and holidays, to support continuous train operations
- Participate in on call rotation or escalation support during critical incidents or service disruptions
- Maintain clear, timely communication with field personnel, dispatch, and stakeholders during operational events
- Prioritize and manage multiple active incidents in a high pressure, safety critical environment
- Adapt to rapidly changing operational conditions and system priorities while maintaining focus on safe outcome
- Support team knowledge sharing by capturing lessons learned and reinforcing standard practices during shift turnover
- Exercise sound judgment in escalation, ensuring issues are raised appropriately to protect safety and system reliability
Requirements
- Computer Science, Computer Engineering, Information Technology, or related discipline; equivalent combination of education and advanced experience in PTC, rail operations, or technical/safety critical support environments is an asset
- 1–3 years of experience in a technical support, operations center, or related environment
- Demonstrated ability to troubleshoot issues, follow procedures, and work within a team in a fast paced environment
- Experience supporting safety critical systems, rail operations, or PTC/OT environments
- Strong attention to detail, reliability, and ability to manage time and responsibilities in a shift based environment
- Strong understanding of operational workflows and the ability to assess risk and make sound decisions in a safety critical environment
- Ability to follow, interpret, and apply technical procedures, system documentation, and regulatory guidelines (FRA/PTC)
- Ability to work both independently and collaboratively in a 24/7 shift based team environment
Full Job Posting
Purpose of the Position
- The Analyst Operational Technical Support is responsible for ensuring the safe, reliable operation of Positive Train Control (PTC) and supporting Operations Technology systems.
- The role independently resolves complex, high impact incidents, restoring service in alignment with safety and regulatory requirements while minimizing disruption to operations.
- Additionally, the position provides technical leadership during critical events and drives continuous improvement through advanced analysis, knowledge sharing, and optimization of processes and tools.
Position Accountabilities
- Provide real time technical support for PTC and Operations Technology systems, responding to and resolving operational incidents to ensure safe and continuous train operations.
- Diagnose and resolve system issues through log analysis, system monitoring tools, and coordination with field teams and stakeholders.
- Apply knowledge of PTC system behavior, trip flows, and failure modes to support safe decision making and maintain regulatory compliance.
- Maintain accurate incident documentation, contribute to knowledge resources, and support team awareness through clear communication and information sharing.
- Work a 24/7 shift environment, including nights, weekends, and holidays, to support continuous train operations.
- Participate in on call rotation or escalation support during critical incidents or service disruptions.
- Maintain clear, timely communication with field personnel, dispatch, and stakeholders during operational events.
- Prioritize and manage multiple active incidents in a high pressure, safety critical environment.
- Adapt to rapidly changing operational conditions and system priorities while maintaining focus on safe outcome.
- Support team knowledge sharing by capturing lessons learned and reinforcing standard practices during shift turnover.
- Exercise sound judgment in escalation, ensuring issues are raised appropriately to protect safety and system reliability.
Position Requirements
- Computer Science, Computer Engineering, Information Technology, or related discipline; equivalent combination of education and advanced experience in PTC, rail operations, or technical/safety critical support environments is an asset.
- 1–3 years of experience in a technical support, operations center, or related environment.
- Demonstrated ability to troubleshoot issues, follow procedures, and work within a team in a fast paced environment.
- Experience supporting safety critical systems, rail operations, or PTC/OT environments.
- Strong attention to detail, reliability, and ability to manage time and responsibilities in a shift based environment.
- Strong understanding of operational workflows and the ability to assess risk and make sound decisions in a safety critical environment.
- Ability to follow, interpret, and apply technical procedures, system documentation, and regulatory guidelines (FRA/PTC).
- Ability to work both independently and collaboratively in a 24/7 shift based team environment.
What CPKC Has to Offer
- Flexible and competitive benefits package.
- Competitive company pension plan.
- Employee Share Purchase Plan.
- Performance Incentive Program.
- Annual Fitness Subsidy.
- Part time Studies Program.
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