Associate Operations Engineer

Responsibilities:

Pearson Education develops and operates web-based learning and content delivery systems for K12, higher education, professional and curriculum use. The WSE (Wall Street English) team delivers English learning to students through more than 500 global centers. The Associate Operations Engineer will join a team of Operations professionals responsible for the support of our production platforms. This team helps to ensure 24/7/365 delivery of our hosted application products to its customers. 

The Associate Operations Engineer receives requests for problem escalation from product support staff, service alerts from monitoring systems, or reports from internal staff. The Administrator determines the severity of issues (triage), prioritizes issues, performs diagnosis of system and software components to identify root cause, and takes or recommends corrective action for resolution. The Associate Operations Engineer is highly comfortable working with diverse web-based applications, particularly course or learning management systems.

The Associate Operations Engineer communicates with product support staff and may occasionally communicate directly with sales staff and customers. The Administrator will work with other Operations team members, systems and database administrators, software engineers/QA, technical product managers and vendors to clearly state problems, troubleshoot, diagnose and/or resolve complex technical issues. The Administrator may also work with product management teams to provide advice on critical enhancements for reliability of WSE software and communicates details of product/platform releases to the Operations team.

PRIMARY RESPONSIBILITIES:

- Working with diverse web-based applications and learning management systems in a production, mission critical environment diagnosing complex user, application and/or systems problems

- Acquiring a deep understanding of WSE (Wall Street English) platform applications at the operational level to become the subject matter expert for other departments including product management, engineering, product support and others

- Responding to unplanned incidents and developing means to reduce downtime and minimize customer impact

- Providing WSE application upgrade service and assistance to internal and external customers

- Providing server configuration and rebuild assistance to internal and external customers

- Working with various teams to prepare for supporting new and/or highly integrated products and platforms

- Documenting and communicating issue resolutions and instructions in clear concise language for international customers and business partners

- This position may require participation an On-Call rotation

- Participating in disaster recovery / business continuity planning

Qualifications:

- 3-5 years experience, BS in computer science or other technical discipline

- Experience with SQL query and understanding of relational database concepts

- Strong knowledge of Windows server 2003, 2008 and 2012

- Strong knowledge IIS version 6 and up

- SQL server 2005 and up

- Knowledge of asset management systems (Currently Kace)

- MSI installer

- Previous experience supporting Web-based applications

- RDP, VPN and FTP knowledge

- Ability to document and communicate issue resolutions and instructions in clear concise language for international customers and business partners

- Ability to effectively multi-task on a variety of daily work assignments in a challenging, fast-paced work environment

- Excellent business communication, organizational and time management skills

- Experience with documentation of complex issues, processes, and procedures

- Strong analytical and problem-solving skills with ability to think outside the box

- Ability to understand and clearly explain technical issues to both technical and non-technical audiences

- Strong team player with the ability to work independently

- Motivation to learn and share expertise of new skills and technologies

- Ability to resolve support issues are in a timely and efficient manner

- Knowledge of various computer systems (tools, services, software, etc.)