Incident Manager (BB-0A495)

Found in: Neuvoo CA

The Opportunity As part of the DevOps and Cloud Management team, your mission is highly resilient, and responsive service infrastructure for both the development pipeline as well as our production systems. A tight coupling and collaboration is required with the Product Management and Development teams to ensure that ApplyBoard is able to remain nimble at an ever-increasing scale. This will be delivered by ensuring that we are in adherence with OLAs and SLAs. In addition, you will drive the team to ensure that the processes and procedures that help achieve that adherence are in place and maintained. What youll be doing every day Conduct preliminary incident triaging and proactively manage incidents to minimize customer impact and meet SLAs. Identify and analyze trends and recommend appropriate process improvements to ensure timely resolution, and reduce the number of open issues. Technical and functional escalation where necessary. Providing rotating 24/7 Incident Management on-call support. Major Incident handling; including facilitating multi-team technical bridges and communications. Act as the incident liaison for escalations from other departments. Accurately document and report on all incident activities as well as creating internal and customer-facing Post-Incident Reports for major incidents. Facilitate post-incident review meetings to drive root cause analysis, lessons learned, and follow-up action items. Recommend and implement suggestions for process improvements to keep up with changing requirements or new product offerings. What you bring to the table Familiar with designing incident and problem management processes. Experience performing preliminary investigation/troubleshooting of escalations and log analysis. Hands-on, technically proficient, proactive operational manager, experienced working on production issues and incidents in the cloud. Minimum of 2 years Incident management experience in supporting complex environments. Experience in a 24/7 SLA based IT operations/application support environment. Experience using an ITSM based ticketing system preferably JIRA Service Desk. Excellent written and verbal communication skills with strong attention to detail Strong documentation skills showcasing your comfort level authoring documents and preparation of communications notifications Ability to stay calm and work under pressure in stressful situations Have utilized incident management services/platforms such as PagerDuty and StatusPage. Ideally, you also have experience with some of ITIL V3 foundation certification Related ITIL certifications Project management certifications like SCRUM and PMP What We Offer The opportunity to have an impact on a product that is positively affecting change to thousands of students lives every day Working alongside a brilliant and globally diverse team based in Waterloo and Toronto Great compensation and benefits package to keep you healthy and happy! Thank you for your interest in ApplyBoard; however, only those applicants that have been selected for an interview will be contacted. At ApplyBoard, we understand the value of having a diverse team. Thats why we believe in providing equal opportunity regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction. Please let us know if you require accommodation during the recruitment process. Life at ApplyBoard By joining our team, you have the opportunity to-Join the fastest-growing technology company in Canada, with many opportunities for growth and advancement-Work alongside a globally diverse team of over 700 team members based in 18 countries, who represent over 30 nationalities and speak more than 40 languages.

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