Incident Management Specialist – Education Management System
3 weeks ago
The incident management role to the specific needs and structure of an Education Management System, such as handling student portals, course management, and system upgrades in an educational context.
Responsibilities:
- Manage and resolve production incidents within the Education Management System, ensuring alignment with SLAs for system uptime, data integrity, and user experience.
- Perform post-incident analysis, implement corrective actions, and drive long-term resolutions to prevent recurrence.
- Oversee incident tracking using ITSM tools to ensure efficient resolution of tickets related to student portals, course delivery, and faculty systems.
- Monitor system performance, addressing risks to the stability of online learning platforms and administrative tools.
- Collaborate with development teams for onboarding new educational services and system upgrades.
- Support audits to ensure compliance with educational standards, data privacy regulations, and best practices.
- Work with Business and Operations teams to prioritize defect fixes and system enhancements to improve the learning experience.
- Lead shift operations and manage incident response across time zones, including weekend and holiday shifts.
Requirements:
- Bachelor's degree in IT, Computer Science, Education Technology, or a related field.
- 8+ years of experience in Incident Management, IT support, or related fields, preferably in educational or learning management systems (LMS).
- ITIL V3 Foundation Certification preferred.
- Experience supporting End User Services, Infrastructure, and Applications in education technology.
- Proven expertise in managing incident response and service stability in educational systems.
- Strong verbal and written communication skills, able to explain technical issues to non-technical stakeholders.
- Ability to work in a high-pressure environment, manage tasks, and deliver results independently.
- Experience with process improvement tools like Six Sigma and working in large enterprise IT environments.
- Knowledge of educational regulations (e.g., FERPA) and student information systems.
- Familiarity with software development methodologies like Agile or Waterfall.
RDS
MASSIVE
Science Education
Process Improvement
User Experience
Agile
CockroachDB
EC2
Infrastructure Architecture
Audits
Learning Management Systems
GCP
ITIL
S3
Six Sigma
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Singapore WORK WORK PRIVATE LIMITED Full timeRoles & ResponsibilitiesThe incident management role to the specific needs and structure of an Education Management System, such as handling student portals, course management, and system upgrades in an educational context.Responsibilities: Manage and resolve production incidents within the Education Management System, ensuring alignment with SLAs for...
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