Incident Manager

Incident Manager 

Job Purpose

The Incident Manager is responsible for executing the Incident Management process for technology to support the business globally. This position is focused primarily on directing and coordinating service restoration when a production incident occurs whilst ensuring the underlying causes of incidents are addressed. Responsible for mobilizing resolver teams and coordinating their activities to drive and manage the efficient resolution of daily IT-related incidents that impact the Global Pearson Business.

Main responsibilities

• Proactively manage the resolution of major incidents in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate, ensuring appropriate levels of communication to Executives and key stakeholders.
• Provide cover for all Major Incidents between 08:00 and 17:00 Monday – Friday and on call cover for weekends on a rota basis.
• Overseeing multiple incidents at the same time, if there is a necessity.
• Conducting Post Incident Reviews (PIR) for major incidents with the focus on identifying process or operational improvements.
• Understand and appreciate the impact of incidents on SLA targets, allowing prioritization and direction.
• Driving effectiveness and efficiency of Incident Management processes. Working closely with Problem/Change Management, technical and business groups to improve Pearson maturity levels

About you

Essential skills, qualifications and experience

• Bachelor’s degree (preferably in Computer Science or Information Technology) or relevant experience
• ITIL V3 Foundation or above
• Proven technical experience in Enterprise environments
• Proven track record in Incident Management and Major Incident Management in Corporate environments
• Ability to achieve objectives via influence of others and leading teams
• Ability to communicate, both verbally and in writing, with both technical and business people
• Attention to details, process-orientated and strong customer service skills
• Ability to cooperate with colleagues in other time zones
• Inspires outstanding performance in difficult circumstances

Key Pearson Attributes

• Always Learning
• Customer Focused
• Makes it Happen
• Relationship Builder

Please click the link to apply - https://pearson.taleo.net/careersection/ex/jobdetail.ftl?job=1611843