Senior Incident Manager (remote)

At Pearson, we are committed to a world that is always learning and to our talented team who makes it all possible. We are bold thinkers and standout innovators who push the boundaries of technology. We create seeds of learning that become the catalyst for the world's innovations. Within the Pearson Virtual Schools (PVS) division, we have reimagined K-12 education through our virtual school and curriculum offerings. Our schools, Connections Academy and Pearson Online Academy provide a best-in-class online learning environment for K-12 students to acquire the skills and confidence they need to adapt and thrive in a changing world.

Summary

The Senior Incident Manager leads the execution of the Incident Management process for all technology solutions supporting PVS business. This position is focused on directing and coordinating service restoration activities during a production incident. The Senior Incident Manager is accountable for all internal and external communications throughout the lifecycle of the incident and is expected to clearly communicate with Senior Leaders. They are responsible for mobilizing all resources needed to resolve the incident and coordinating their activities to restore normal service.

Responsibilities

• Serve as Incident Commander for all incidents including major and significant incidents. Assure the timely recovery with your technical input and technical troubleshooting skills.
• Ensures the incident management process is always followed.
• Drives the incident response process and coordinating all resources including vendors and customers.
• Ensures that the customer and business impact is clearly understood throughout the incident lifecycle.
• Govern all incidents ensuring they are correctly assigned and have a clear plan towards the resolution.
• Ability to demonstrate technical knowledge and understanding of the platform, components, and data flows.
• Participate in a on call rotation.
• 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.

Required Skills and Experience

• Bachelor's degree (preferably in Computer Science or Information Technology) or relevant experience
• Five years' experience as an incident manager in a complex technical environment
• ITIL V3 and/or ITIL V4 foundations (or higher) certification required.
• Familiar with DevOps. Experience working in a Continuous Integration, Continuous Delivery and Continuous Deployment environment is preferred.
• Experience in problem, change and release management preferred.
• Requires developed knowledge in their discipline and begins to be considered as a specialist by others in their area.
• Applies expertise relatively independently and guides more junior colleagues.
• Communicates complex information to colleagues in a way that can be easily understood.
• Maintains effective relationships within own Business Division or Corporate Function

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:

The minimum full-time salary range is between $95,000 - $110,000.

This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

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What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need.All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson's commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].

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

Job: TECHNOLOGY

Organization: Virtual Learning

Schedule: FULL_TIME

Req ID: 13104

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