What are the responsibilities and job description for the Incident Response Analyst position at Pearson?
The Incident Response Analyst must be an exceptional collaborator, have a strong attention to detail, and be a passionate voice for the experience of our customers (both internally and externally). In this role you will play a pivotal role of coordinating multi-functional groups to prioritize issues and changes, identify root causes of issues, remediate any customer facing incidents as well as any actions identified during post incident reviews.
Responsibilities :
Work in a 24x7x365 environment
Incident initiation, management of bridge calls, communications, and escalations
Manage critical priority incident activities, monitoring and driving critical incidents to closure.
Provide detailed and timely information about incidents
Change tracking and communication
Coordination with the Problem Management Team and Change Management Team
Information gathering with application, Level 2 support, engineering teams and other relevant stakeholders on outages and service degrades
Assess the impact and sensitivity of the outage situation
Work with Leadership to recommend program improvements or adjustments to processes to improve deliverables
Distribute reports, participate in meetings, and share metrics results
Support training and knowledge sharing efforts
Provide group facilitation, training, and additional forms of knowledge transfer
Apply knowledge of the IT infrastructure interdependencies and impacts of Enterprise incidents and changes to balance priorities while driving incident resolutions
Exercise judgment within generally defined practices and policies in selecting methods and techniques for resolving incidents
Facilitate the troubleshooting process among team members
Enable & support our businesses to deliver products with high quality, at a high velocity, while embracing change
Create a culture of knowledge sharing including best practices, PIR coaching as well as targeted improvements within DevOps and engineering teams ensuring best practices across engineering teams are aligned
Assist in providing real-time insights and information to right stakeholders in the right format
Help to establish and follow well defined processes that continuously evolve to support Pearson and our customers' changing needs
Required Skills:
Associate Degree or equivalent experience
5 years of experience in IT support or related field
3 years of experience working in ITIL environment, such as IT Service Desk operations
2 years of experience with two of the following IT areas: Incident or Problem Management, IT Service Desk, IT Network Operations, Active Directory, MS Exchange, Data Center Operations, Cloud Computing, or Security Operations
1 year of experience using ServiceNow, PagerDuty and other similar tools
Experience with Confluence, Jira, Sharepoint, Microsoft Teams
Knowledge of CI/CD pipelines
Experience with people-coordination or project management efforts involving more than 10 individuals, including senior management
Experience documenting incident resolution processes, creating reports, and providing timely status to management
Demonstrated ability to troubleshoot and resolve moderately complex IT incidents with limited direction
Demonstrated ability to work in a fast-paced environment, multi-task, and work with team members
Excellent written and verbal communication skills in both formal and informal formats
Motivated by change; willingness and ability to drive change; demonstrated success with effective incident response and change management
Establish collaborative relationships built on trust and commitment and develop relationships at multiple levels within the business and technical teams
Ability to work flexible hours in a 24/7 support model including participating in an on-call rotation
Ability to work holiday’s, nights and weekends as needed to support on-call rotations
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Job: TECHNOLOGY
Organization: Corporate Strategy & Technology
Schedule: FULL_TIME
Req ID: 3030
