Major Incident Coordinator

Role and Responsibilities

POSITION INTRODUCTION:

We are currently seeking a Major Incidents Coordinator to join our Global IT Service Desk team.
In this role, you will be responsible for the coordination of major IT incidents, particularly in the European & Middle East region. The role is based in our CAE Flight Services office in Vienna – we just moved in and it still has brand new vibes to it!

THE COMPANY:
CAE is a high-technology company, bringing the digital and physical worlds closer together to create a safer world. Our vision is to be the worldwide partner of choice in civil aviation, defence and security, and healthcare by revolutionizing our customers’ training and critical operations with digitally immersive solutions to elevate safety, efficiency, and readiness.

POSITION SUMMARY:

In this role, you will collaborate closely with the IT Service Desk, Digital Workplace, Cybersecurity and Regional IT team members to ensure Major Incidents are escalated timely to the right team. Your primary goal will be to ensure that key stakeholders are aware of major events and to oversee those until completion.

The ideal candidate will have 5 years+ of experience in IT Support roles in a multinational, high-tech environment, a strong understanding of IT concepts, and excellent communication skills.

PRINCIPAL RESPONSIBILITIES

• Follow ITIL Incident management process
• Chairing the incident and problem review meetings
• Following defined escalation path when needed, as defined in the escalation policy
• Notifying the participants in the Incident Management process when standards and procedures are not being followed
• Ensures company IT activities are communicated in a timely fashion to IT staff and business owners.
• Prepare executive communications which provide consistent and timely updates to key stakeholders.
• Rerouting misdirected incidents that have not been handled in a timely manner
• Responding to the Incident Analysts regarding escalation issues in a timely and appropriate fashion
• Identifying incidents which need special attention or escalation
• Ensuring post-review of Priority 1 incidents
• Managing Major Incidents
• Reduce the rate of repeat incidents by defining closure rules to ensure effective resolution.
• Carries out the Process Manager responsibilities for the Incident Management process
• Assist the on-site users in Vienna in ad-hoc IT related queries if they require hands-on assistance (the team in Vienna is supported remotely)

CANDIDATE REQUIREMENTS

• 5+ years IT or related experience in high-tech environment
• Excellent leadership and English communication skills

• Detailed knowledge of the theory and operation aspects of the Service Management processes and a minimum of 3 years ITIL Operational experience in the Incident and/or Problem Management process would be required
• 24 x 7 availability for Major Incidents (rotation plan will be in place: 2 weeks on-call / 2 weeks off call with regular Mon-Fri shifts).
• Ability to work independently, manage time effectively, and meet deadlines in a remote work environment.
• Excellent communication skills with the ability to collaborate and interact effectively with team members and subject matter experts.

COMPENSATION PACKAGE
We offer a competitive salary as well as a range of benefits, including:

• Flexible working hours
• 25 vacation days + 1 additional vacation week according to our global vacation policy
• MyClubs (to choose from a variety of sport activities)
• Employee Assistance Program
• Bike Leasing
• Job Ticket

CAE is an equal opportunities employer

This is an excellent opportunity for a driven individual to join a multi-award-winning company which is the global leader in its field.

Applicants should apply on our CAE Careers website and submit a CV, along with a brief Cover Letter outlining why you feel you would be the best candidate for this role.

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Position Type

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.

At CAE, we equip people in critical roles with the expertise and solutions to create a safer world. As a technology company, we digitalize the physical world, deploying simulation training and critical operations support solutions. Above all else, we empower pilots, airlines, defence and security forces, and healthcare practitioners to perform at their best every day and when the stakes are the highest. Around the globe, we’re everywhere customers need us to be with more than 13,000 employees in more than 200 sites and training locations in over 40 countries. CAE represents 75 years of industry firsts—the highest-fidelity flight and mission simulators, surgical manikins, and personalized training programs powered by artificial intelligence. We’re investing our time and resources into building the next generation of cutting-edge, digitally immersive training and critical operations solutions while keeping positive environmental, social and governance (ESG) impact at the core of our mission. Today and tomorrow, we’ll make sure our customers are ready for the moments that matter.