The SaaS NOC team contributes to the support and stability of Desire2Learn's hosted solutions by effectively and efficiently initiating and executing the incident management process. The NOC team runs in a 24x7 environment.
The SaaS NOC Administrator is a key player in the successful implementation of Desire2Learn's incident management process and procedures. Working in a 24x7 NOC environment, the SaaS NOC Administrator is responsible for liaising with Desire2Learn's internal support teams to decisively and effectively coordinate the rapid resolution of major and minor incidents.
What would my main duties be?
The successful candidate will coordinate the communication of planned infrastructure outages and unplanned major infrastructure incidents, ensuring that both management and affected users receive regular updates and resolution notifications. The SaaS NOC Administrator will help facilitate the use of the ITIL framework, actively contribute to problem identification and severity assessments, and participate in the overall resolution of incidents and problems.
The Saas NOC Administrator is one of the primary representatives of incident management within Desire2Learn, and is expected to provide a point of view representing the industry best practices for incident management. The successful candidate will work with the stakeholder teams to continue measuring and refining the incident management process and procedures.
The SaaS NOC Administrator will be responsible for coordinating incident management activities after business hours, as required, in a direct or indirect reporting structure. As the primary escalation point for incidents detected by or reported to Desire2Learn's customer support team, the SaaS NOC Administrator will ensure that the SaaS NOC team successfully maintains timelines and corrective actions. The successful candidate will also contribute to providing relevant information and recommendations for service improvements to management.
What is Desire2Learn looking for from me?
Division/Department: SaaS Operations
Type of Position: Full-time
Location: Kitchener, Canada
We thank all applicants in advance for their interest. To make the best use of your time and ours, only those applicants whose profiles closely match our requirements will be contacted directly.