Application development Specialist

Responsibilities:

• Manage and resolve complex production incidents within the Education Management System ecosystem, ensuring alignment with strict service level agreements (SLAs) for system uptime, data integrity, and user experience.
• Conduct post-incident analysis to determine root causes, implement corrective actions, and drive permanent resolutions to prevent recurrence in educational platform services.
• Oversee and track incident and problem tickets using the Education IT Service Management (ITSM) tool, ensuring all incidents are recorded, analyzed, and resolved efficiently to maintain smooth operation of student management, course delivery, and faculty systems.
• Monitor and manage system performance and capacity, identifying and addressing potential risks to the stability of online learning platforms, student portals, and administrative tools.
• Partner closely with development teams for onboarding new educational services, tools, or significant system upgrades, ensuring proper support, training, and smooth integration within the education environment.
• Provide support for both internal and external audits, ensuring compliance with educational standards, data privacy regulations, and best practices in the management of student information systems.
• Work with Business and Operations teams to understand Key Performance Indicators (KPIs) for educational services, prioritize defect fixes, and manage system enhancements to improve the learning experience.
• Lead shift operations, ensuring smooth handovers between teams and comprehensive incident management across different time zones, with availability for weekend and holiday shifts to support global educational operations.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, Education Technology, or a related field.
• Minimum of 8+ years of experience in Incident Management, IT support, or related fields with a proven track record in a similar role, particularly in educational or learning management systems (LMS).
• ITIL V3 Foundation Certification is preferred.
• Extensive experience supporting End User Services, Infrastructure, Applications, and Operations in the context of education technology.
• Proven experience in managing critical application support services, focusing on incident management, problem resolution, and service stability for educational systems.
• Ability to develop and maintain clear documentation for processes, incident reporting, and service improvement efforts related to education systems.
• Strong verbal and written communication skills, with the ability to explain technical issues to non-technical stakeholders such as administrators, educators, and students, and summarize incidents effectively to leadership.
• Ability to work in a high-pressure environment, prioritize tasks, and deliver results with attention to detail and minimal supervision, especially in critical times such as exam periods or course launches.
• Strong team player, capable of working across organizational boundaries to achieve operational goals and manage shift-based operations effectively.
• Availability to work a rotating shift pattern, including weekends and public holidays as part of a 5-day week structure, to support continuous access to educational systems.
• Experience with process design, improvement tools, and methodologies like Six Sigma (DMAIC phases), particularly in educational technology environments.
• Experience working in a large enterprise IT environment, managing complex service delivery requirements for educational platforms, student systems, or learning management systems (LMS).
• Experience working in the education industry or related sectors, with a strong understanding of educational regulations, data privacy laws (e.g., FERPA), and practices related to student information systems.
• Familiarity with software development methodologies (e.g., Agile, Waterfall) and their integration into support operations within educational systems.