Pearson Major Incident Manager in London, United Kingdom
Major Incident Manager
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.
We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, veterans, and people with disabilities are encouraged to apply.
About Technology Operations... Technology Operations oversees the design, build and operation of the infrastructure that underpins and runs all technology within Pearson. The team also ensures Pearson’s core services perform at a world-class level for both customers and the business, and that our employees have access to the technology support services they need to carry out their work every day.
The team covers: Service Operations | Continuous Improvement | Cloud Infrastructure | Communications Technology | End User Services | Application Management Services
About Service Operations and Control... Provide a central point of ownership for the identification, monitoring and resolution of high impact (eg share price affecting) complex problems across the platform 24/7 globally. Drive process consistency and compliance across the service environment. Drive performance of the Technology Operations Group to meet or exceed agreed SLAs within the agreed budgetary envelope. Drive a high degree of internal and, where relevant, external customer satisfaction through the provision of highly available and stable services.
Lead the resolution of incidents to minimise business impacts and maximise uptime of the platform.
Work with colleagues to resolve the underlying causes of the incidents to restore normal operations as quickly as possible and input to the prevention of recurrence.
Improve the communication to customers and users in the event of a service failure.
The global team operates to a follow the sun model and each geographic team will have global ownership during their core hours being the central point of focus for high impact and complex problems. In addition they will be available on call to support the lead location on any regional escalation.
Proactively manage the resolution of major incidents in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate.
Ensure high touch communication with service managers and key stakeholders until an incident is resolved.
Establish pro-active partnerships with business stakeholders and Service Managers in Geography CTO organisations. Be familiar with service levels and Pearson’s priorities and customer needs to be responsive in the event of incidents.
Work closely with OCC/Service Desk during the troubleshooting process to identify known errors and similar incidents that have occurred in the past.
Work closely with Problem Management to identify Root Cause and Defect Prevention Process investigations. Producing and maintaining all supporting data, documentation and reports.
Work closely with Change Management and Change Advisory Board (CAB) to identify change activity that has potentially impacted the environment.
Ensure adherence and flawless execution of Incident Management processes.
Understand and appreciate the impact of incidents on SLA targets, allowing prioritization and direction.
Drive achievement of Service Delivery SLA attainment goal, Transitions and Transformations for all clients.
Contribute to restoring normal operations as quickly as possible.
Input to post incident management information reporting, establishing improvement actions and addressing lessons learned with a view to improving the resilience of the platform and preventing recurrence of known problems.
Input to driving improvement actions or mitigation plans.
Essential skills, qualifications and experience
Proven technical experience in an Enterprise environment. Minimum 5 years.
Proven track record in Incident Management in an Enterprise environment
Demonstrated ability to achieve objectives via influence of others
Demonstrated ability to lead recovery teams during high-pressure situations, remaining calm and focused under pressure
Ability to communicate, both verbally and in writing, with both technical and business people in terms they can understand is essential, as is the ability to cooperate with colleagues in other time zones
Excellent interpersonal and communication skills
Detail and process-orientated and strong customer service skills
Demonstrates thinking consistent with the global nature of the role
Desirable skills, qualifications and experience
Bachelor’s degree (preferably in Computer Science or MIS/CIS) or relevant experience
ITIL V3 Foundation or above
Ideally experienced in operating in a high change global enterprise environment
Primary Location: GB-GB-London
Work Locations: GB-London-80 Strand 80 Strand London WC2R 0RL
Organization: Technology & Operations
Employee Status: Regular Employee
Job Type: Standard
Shift: On Call
Job Posting: Sep 13, 2017
Req ID: 1714145