Work In Tech

ApplyBoard simplifies the study abroad search, application, and acceptance process by connecting international students, recruitment partners, and educational institutions on one intuitive and personalized platform. ApplyBoard is a mission-driven, hyper-growth organization. It has been attracting dedicated individuals for more than eight years who are inspired every day to break down barriers to international education and take their careers to new heights at a company that will invest in their career growth. Our six core values are our compass in our mission to Educate the World and the foundation of our unique company culture. As an organization built on a foundation of diversity, it’s important that our team members are representative of the students from more than 140 countries that we support.

The Opportunity:

We are looking for a superstar to join our Infrastructure & Cloud Services team. Your mission will be to work across all departments within Applyboard to facilitate and support the administration and coordination of company-wide incidents, changes, and problems.

This role is a hands-on facilitator, administrator, and communicator of the evolving incident, change and problem management processes at Applyboard. Your goal will be to build, manage, and coordinate incident and problem management processes and best practices to be utilized across our global teams.

Designing, creating, and maintaining the process to restore normal service operations as quickly as possible to minimize the impact to the business. You will be accountable for the continuous improvement of the process as necessary to achieve the objectives of the business. Additionally, you will establish practices that support problem management and ultimately root cause analysis of incidents with various internal teams

Tight coupling and collaboration are required with various product, development, and management teams to ensure that ApplyBoard is able to remain nimble at an ever-increasing scale. This will be delivered by ensuring adherence to OLAs and SLAs, and having the right processes and procedures in place to help achieve these goals

What you’ll be doing every day:

• Conduct preliminary incident triaging and proactively manage incidents to minimize customer impact and meet SLAs.

• Investigate and define operational issues and prioritize based on severity, risk, and/or strategic business needs.

• Handle major incidents, including facilitating multi-team technical bridges and communications.

• Provide rotating 24/7 Incident Management on-call support.

• Identify and analyze trends and recommend appropriate process improvements to ensure timely resolution and reduce the number of open issues.

• Act as the incident liaison for escalations from other departments.

• Accurately document and report on all incident activities, as well as create executive summaries and 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.

• Perform Root Cause Analyses for all Priority 1 and Priority 2 Incidents.

• Assist other process owners in driving service management best practices and ITIL process standardization.

• Document, develop, and oversee Incident, Problem, Change and Release Management processes, escalating risks and issues to the responsible process owners.

• Recommend and implement suggestions for process improvements to keep up with changing requirements or new product offerings.

• Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.

What you bring to the table:

• Minimum 5+ years of Incident Management experience in supporting complex environments.

• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

• Demonstrated expertise in troubleshooting and resolving issues and incidents in a cloud development/production environment

• Experience performing preliminary investigation/troubleshooting, log analysis of escalations.

• Experience in a 24/7 SLA-based IT operations/application support environment.

• Independent and willing to take initiative.

• Familiar with designing Incident, Problem, and Change Management processes and procedures.

• Familiar with IT Service Management best practices

• Experience using an ITSM based ticketing system preferably JIRA, Zendesk

• 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 Opsgenie and StatusPage.

• Knowledge of event management and performance management, release management would be an asset.

• Maturity, high judgment, ability to influence, analytical talent and leadership.

Ideally, you also have experience with some of:

• ITIL V3/4 foundation certification

• Related ITIL certifications

• Project management certifications like SCRUM and PMP

About ApplyBoard

ApplyBoard empowers students around the world to access the best education by simplifying the study abroad search, application, and acceptance process to more than 1,750 institutions across Canada, the United States, the United Kingdom, Australia, and Ireland. Headquartered in Kitchener, Ontario, Canada, and with an additional operational office in Gurugram, India, ApplyBoard has helped more than 600,000 students from over 150 countries fulfill their study abroad dreams since 2015.

In 2022, Deloitte named ApplyBoard one of the fastest-growing technology companies in Canada for the fourth consecutive year, ranking #30 on the Deloitte Technology Fast 50 and #170 on the 2022 Deloitte Technology Fast 500 list. ApplyBoard ranked on LinkedIn’s 2022 Top Startups List in Canada in 2020, 2021, and 2022 and was recognized as CIX’s Innovator of the Year 2022 and the EY Entrepreneur of the Year 2022 Ontario Winner. In 2023, ApplyBoard India was Great Place to Work® Institute (India) certified for outstanding employee experience and workplace culture.

Thank you for your interest in joining ApplyBoard on our mission to Educate the World. Please note that only qualified applicants that have been selected for an interview will be contacted.

ApplyBoard welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.