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Title:  Incident Management Center, Representative


Waterloo, ON, CA, N2V 1C6

About Descartes: 

Descartes (TSX:DSG) (Nasdaq:DSGX) is the global leader in providing on-demand, software-as-a-service solutions focused on improving the productivity, performance and security of logistics-intensive businesses. Descartes has over 147,000 parties using its cloud based services. Customers use our modular, software-as-a-service solutions to route, schedule, track and measure delivery resources; plan, allocate and execute shipments; rate, audit and pay transportation invoices; file customs and security documents for imports and exports; and complete numerous other logistics processes by participating in the world's largest, collaborative multimodal logistics community. Our headquarters are in Waterloo, Ontario, Canada and we have offices and partners around the world. Learn more at


Are you looking for an opportunity to work for a dynamic, growing organization?  We are currently seeking an Incident Management Centre (NOC) Representative to join our team. The IMC (NOC) Representative will be responsible for the first response for global incident management. This includes monitoring of the environment, applying Descartes procedures and practices, maintaining documentation and providing first response support for internal and external incidents.   The successful candidate will be required to work in a 24X7X365 environment, closely with the IT teams, Product Expertise Support departments and R&D.

Your responsibilities will be situated within the following domains:
•    Oversee the Global Server, Network and Application Monitoring Systems (consisting of all servers, routers, switches, firewalls and related infrastructure, operating systems, applications and cloud environments such as Azure and AWS). Respond to and address system-generated alerts.  
•    Follow the Critical Incident and Escalation Management procedures to accurately coordinate, document and report on critical incidents. 
•    Working with Incident, Problem and Change Management modules within our ticketing system.
•    React quickly to incidents and follow the documented knowledge articles or established procedures to restore normal operations. 
•    Perform windows patching in accordance to documentation and change processes.
•    Answer phone calls coming in to the IMC and assist customers as required.
•    Communicate effectively with stakeholders at all levels of the organization.
•    Run reports on key performance indicators.
•    Create and maintain documentation for the IMC.
•    Perform other duties as required by your manager.


•    IT diploma or equivalent experience.
•    Knowledge of Microsoft products and basic networking.
•    Knowledge of Monitoring tools such as SCOM, SolarWinds, Zabbix is an asset.
•    Basic Linux Knowledge is an asset.
•    Ability to learn new technologies in a dynamic IT environment.
•    Work with a sense of urgency coupled with strong decision-making skills to identify and resolve various levels of incidents. 
•    Ability to work both independently and collaborate with teams. 
•    Excellent verbal and written communication skills with a high attention to detail.
•    Experience with ITSM ticketing would be an asset.
•    Requirement to work 12 hour shifts in 24/7 environment.

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