Senior Incident Manager

Posted 3 days ago by Pearson

Senior Incident Manager


Learner at the heart

Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose.

We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education.

Why we need you

We believe education is a vital force that can empower people, help them to reach their potential and contribute to more connected communities, all around the world.

Our strength comes from our outstanding people; our strong relationships in the education world; our expertise in using technology to help people learn; our global footprint and local reach; and our position as a profitable, global company with a unifying sense of purpose.

We're investing in our technology and infrastructure. By working at Pearson, you have a unique chance to make a real difference to the lives of people all over the world.

Across the world we believe strength and success comes from diversity in our people - all qualified applicants are encouraged to apply. In the US, Pearson is an Equal Opportunity Employer M/F/V/D, and a member of E-Verify.

About Technology

Our Technology team provides the essential digital infrastructure that underpins Pearson’s global portfolio of products and platforms. We have open and collaborative teams in place working to build efficient global platforms and scaling digital products to reach hundreds of millions of learners around the world, while delivering elastic, secure, data-driven services.

The Technology team also drives and coordinates how we work with technology partners to establish Pearson as a destination for innovation in education. Our aim is to ensure that our customers have access to more products and learning solutions in more regions while continually offering a high-quality user experience.

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

About the job

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 mobilising 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 rota basis and cover all major incidents between 08:00 and 18:00 Monday – Friday and weekends.

  • 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.

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.

We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.

The information you provide will stay confidential, and be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.


About you

  1. 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 Global Corporate and Enterprise environments

  • Proven track record in Incident Management and Major Incident Management in Global Corporate and Enterprise environments

  • 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 thr
  • Reference: 39310744

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