Incident Management Specialist

hace 1 mes


Xico, México Ellucian A tiempo completo

Unlock Learning for All:
At Ellucian, we empower student success by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.

We believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

About the Opportunity:
As a Service Operations Specialist, you will lead, facilitate, and reinforce ITSM incident management. This includes responding to and resolving business or service impacting incidents, performing root cause analysis, and collaborating across the Global Support and Cloud Business Units to identify areas of improvement.

**Key Responsibilities:**

  • Competent and reliable adherence to critical process and procedure, and appropriate escalations in support of production incidents.
  • Distribution of clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
  • Ensure that Incident records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events.
  • Assist in postmortem incident review process with stakeholders which drives towards root cause identification, potential corrective actions and creation of executive summaries.
  • Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process.
  • Actively participate and drive incremental improvements to our Incident Runbooks through process creation, tool building and participating in post-incident reviews.
  • Be an ambassador of the Ellucian Cloud team by engaging in a culture of continuous learning of Cloud products and services, current and future productivity tool sets and ITIL/ITSM policies and best practices.
  • Help champion the Ellucian Global Support and Cloud operational policies and best practices through coaching and education to promote effectiveness and consistency in delivery standards that support organizational needs.

**Requirements:**

  • Enterprise incident management experience across several IT disciplines.
  • Strong technical knowledge of complex systems and deep experience leading the rapid response to complex technical issues.
  • Knowledge and experience working with a wide-range of enterprise technologies including cloud-based environments, database services, middleware, storage, network and virtualization technologies.
  • Maintaining a professional demeanor and attitude while being assertive.
  • Ability and confidence to act with decisiveness on critical decisions.
  • Ability to multi-task and make sound judgements in a fast-paced, high stress environment.
  • Ability to challenge information if the response does not fit the situation.
  • Preference given to those with a working knowledge of ServiceNow, ITIL/ITSM incident, problem and change management components.
  • Flexibility and willingness to support a 24x7 global operation via off-hours support, on-call availability, or other as needed per rhythm and needs of the business.

**What makes #Ellucianlife:**

We offer a comprehensive benefits package, including health coverage, Christmas bonus, saving fund, monthly food coupon, 15 workdays vacation, Thrive Flex Program, 5 charitable days, diversity and inclusion programs, parental leave, employee referral bonuses, and a learning culture with tuition reimbursement assistance and professional development opportunities.



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