Sr. Business Process Analyst
Apply NowCompany: OpenText
Location: Waterloo, ON N2J 1A1
Description:
Hiring Manager: Bob Bauter
Talent Acquisition Advisor: Draun Raval
Job Code Level: ASP3
Refer Your Friends!
YOUR IMPACT
The Incident Manager manages technology incidents to restore service following an outage quickly. The Incident manager leads a cross-functional team of NOC, Engineering, and Client Services associates to diagnose, troubleshoot, and resolve service-impacting incidents. The Incident Manager is the active facilitator and troubleshooting driver of major Incident events
WHAT THE ROLE OFFERS
Incident managers will be able to quickly acquire and maintain a high-level general overview and knowledge of the end-to-end systems, services, and tools used by and to support our customers.
Reacts with ownership and urgency to escalated incidents.
When not responding to Incident events, Incident Managers will focus on studying the general systems and components of our major services and systems to be more prepared for the next event.
Seeks continuous improvement of self, processes, and services.
Takes charge of service restoration and recovery efforts.
Documents incident events, resolution, and follow-up action items.
Uses HP Service Manager and UCMDB to manage incidents, document resolution, and begin root cause analysis.
Communicates incident status in a calm, clear, accurate, and concise manner.
Escalates to Executive Management as needed.
Provides leadership and ensure all involved remain calm, productive, and focused on the proper steps necessary to resolve incidents during high activity service impacting events.
Directs adhoc response team and makes key decisions to quickly restore services.
Communicates at a high level of clarity and authority with associates, management, and customers.
WHAT YOU NEED TO SUCCEED
5+ years in IT with Software or Infrastructure Operations experience.
Previous IT Service Management experience including Problem and/or Incident Management required.
Prior history operating in a fast-paced, high-visibility role within the IT department of a global company
Demonstrated history of leading people during times of high activity, change, or technically complex situations.
Demonstrated history of supervisory or management of small teams.
Bachelor's degree in IT field, and/or equivalent work experience.
Service Management processes including detailed knowledge of Incidents, Problems, and Change.
Broad industry experience for industry standard application software, hardware, and networking.
Able to lead, troubleshoot, and take charge during high-activity sessions, Strong organizational-level communication skills.
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
Talent Acquisition Advisor: Draun Raval
Job Code Level: ASP3
Refer Your Friends!
YOUR IMPACT
The Incident Manager manages technology incidents to restore service following an outage quickly. The Incident manager leads a cross-functional team of NOC, Engineering, and Client Services associates to diagnose, troubleshoot, and resolve service-impacting incidents. The Incident Manager is the active facilitator and troubleshooting driver of major Incident events
WHAT THE ROLE OFFERS
Incident managers will be able to quickly acquire and maintain a high-level general overview and knowledge of the end-to-end systems, services, and tools used by and to support our customers.
Reacts with ownership and urgency to escalated incidents.
When not responding to Incident events, Incident Managers will focus on studying the general systems and components of our major services and systems to be more prepared for the next event.
Seeks continuous improvement of self, processes, and services.
Takes charge of service restoration and recovery efforts.
Documents incident events, resolution, and follow-up action items.
Uses HP Service Manager and UCMDB to manage incidents, document resolution, and begin root cause analysis.
Communicates incident status in a calm, clear, accurate, and concise manner.
Escalates to Executive Management as needed.
Provides leadership and ensure all involved remain calm, productive, and focused on the proper steps necessary to resolve incidents during high activity service impacting events.
Directs adhoc response team and makes key decisions to quickly restore services.
Communicates at a high level of clarity and authority with associates, management, and customers.
WHAT YOU NEED TO SUCCEED
5+ years in IT with Software or Infrastructure Operations experience.
Previous IT Service Management experience including Problem and/or Incident Management required.
Prior history operating in a fast-paced, high-visibility role within the IT department of a global company
Demonstrated history of leading people during times of high activity, change, or technically complex situations.
Demonstrated history of supervisory or management of small teams.
Bachelor's degree in IT field, and/or equivalent work experience.
Service Management processes including detailed knowledge of Incidents, Problems, and Change.
Broad industry experience for industry standard application software, hardware, and networking.
Able to lead, troubleshoot, and take charge during high-activity sessions, Strong organizational-level communication skills.
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.