Senior Incident Manager

Senior Incident Manager

Overview

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.

About Service Operations and Control... Provide a central point of ownership for the identification, monitoring and resolution of high impact (e.g. 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.

Job Purpose

The Senior 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. The Senior Incident Manager will act as lead on multiple incidents through the deployment of existing Incident Managers whilst ensuring the underlying causes of incidents are addressed and driving operational stability. Responsible for mobilizing Incident Managers and 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

Provide 24x7 on call cover for all Major Incidents on a roster basis and cover all major incidents between 08:00 and 18:00 Monday – Friday.
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.
Overseeing multiple incidents at the same time, ensuring Incident Managers are allocated and resources are engaged.
Undertake and provide Post Incident Reviews (PIR) for major incidents with the focus on identifying process or operational improvements.
Provide and maintain staff engagement and motivation, becoming a role model for the team and contributing towards One Pearson.
Share knowledge and experience in the form of coaching, mentoring and training other team members.
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.
Working closely with OCC, Problem/Change Management, technical and business groups to improve our maturity levels and adoption of Incident Management processes.
Working closely with the Manager Incident / Problem Management to identify and adopt process improvements and develop and maintain a truly global Incident Management Team.

Essential skills, qualifications and experience

Bachelor’s degree (preferably in Computer Science or MIS/CIS) or relevant experience
ITIL V3 Foundation or above
Proven technical experience in an Enterprise environment, at least 3 year at senior manager level
Proven track record in Incident Management in an Enterprise environment
Proven ability to lead teams
Demonstrated ability to achieve objectives via influence of others
Demonstrated ability to manage multiple incidents 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
Detail and process-orientated and strong customer service skills
Coaches teams and has proven experience on how to deliver value-added services through defined processes and practices
Demonstrates thinking consistent with the global nature of the role
Inspires outstanding performance in difficult circumstances
Ability to motivate and influence others
Helps others learn as teacher, coach and mentor; works to create a climate that values continual learning

Please Apply through here - http://pearsonlankavacancies.peopleshr.com/