Ascend Learning, LLC (www.ascendlearning.com) is a global leader providing online education, assessment, remediation, certification and e-learning solutions for the post-secondary academic market specifically serving the nursing, allied health, sports medicine, public safety, and the financial services industries. Ascend employs more than 900 employees in 35 states. Ascend’s portfolio companies consist of Jones and Bartlett Learning, ATI Nursing Education, the National Healthcare Association, ExamFX, the National Academy of Sports Medicine, Boston Reed, Advanced Informatics and ClickSafety.
The Manager of Incident, Change & Problem Management will be part of our Service Management organization and report to the Director of Service Management.
Accountable for the end-to-end efficiency and effectiveness of the Incident Management process
Coordinate efforts across multiple groups
Drive service restoral efforts during outages of mission critical IT services
Manage a team of Incident Managers
Provide incident management process guidance
Provide incident coverage as required
Provide metrics on past incidents and problems
Submit recommendations to the application and infrastructure team in order to prevent future incidents and to improve system stability
Manage Change and Problem Management personnel and functions.
Bachelor’s degree in Computer Science or related field
5-7 years related experience, including leading technical teams, and working applications or infrastructure services.
Ability to communicate and work collaboratively with all levels of the organization
Proven track record in facilitating the resolution of complex, mission critical problems
Strong project management skills, including the ability to handle multiple incidents simultaneously while adapting to constantly changing requirements.
Ability to train and mentor others - including giving feedback to improve performance
Ability to be on call and work after hours to support incidents.
A strong understanding of ITIL processes and Service Management tools is desired.