Pearson B3-Associate Service Operations and Control Engineer in Colombo, Sri Lanka

B3-Associate Service Operations and Control Engineer

Description

Responsibilities:

Pearson Education develops and operates web-based learning and contentdelivery systems for K12, higher education, professional and curriculum use.The WSE (Wall Street English) team delivers English learning to studentsthrough more than 500 global centers. The Associate Operations Engineer willjoin a team of Operations professionals responsible for the support of ourproduction platforms. This team helps to ensure 24/7/365 delivery of our hostedapplication products to its customers.

The Associate Operations Engineer receives requests for problem escalationfrom product support staff, service alerts from monitoring systems, or reportsfrom internal staff. The Administrator determines the severity of issues(triage), prioritizes issues, performs diagnosis of system and softwarecomponents to identify root cause, and takes or recommends corrective actionfor resolution. The Associate Operations Engineer is highly comfortable workingwith diverse web-based applications, particularly course or learning managementsystems.

The Associate Operations Engineer communicates with product supportstaff and may occasionally communicate directly with sales staff and customers.The Administrator will work with other Operations team members, systems and databaseadministrators, software engineers/QA, technical product managers and vendorsto clearly state problems, troubleshoot, diagnose and/or resolve complextechnical issues. The Administrator may also work with product management teamsto provide advice on critical enhancements for reliability of WSE software andcommunicates details of product/platform releases to the Operations team.

PRIMARYRESPONSIBILITIES:

- Working with diverse web-based applications and learning managementsystems in a production, mission critical environment diagnosing complex user,application and/or systems problems

- Acquiring a deep understanding of WSE (Wall Street English) platformapplications at the operational level to become the subject matter expert forother departments including product management, engineering, product supportand others

- Responding to unplanned incidents and developing means to reducedowntime and minimize customer impact

- Providing WSE application upgrade service and assistance to internaland external customers

- Providing server configuration and rebuild assistance to internaland external customers

- Working with various teams to prepare for supporting new and/orhighly integrated products and platforms

- Documenting and communicating issue resolutions and instructions inclear concise language for international customers and business partners

- This position may require participation an On-Call rotation

- Participating in disaster recovery / business continuity planning

Qualifications

Qualifications:

- 3-5 years experience, BS in computer science or other technicaldiscipline

- Experience with SQL query and understanding of relational databaseconcepts

- Strong knowledge of Windows server 2003, 2008 and 2012

- Strong knowledge IIS version 6 and up

- SQL server 2005 and up

- Knowledge of asset management systems (Currently Kace)

- MSI installer

- Previous experience supporting Web-based applications

- RDP, VPN and FTP knowledge

- Ability to document and communicate issue resolutions andinstructions in clear concise language for international customers and businesspartners

- Ability to effectively multi-task on a variety of daily workassignments in a challenging, fast-paced work environment

- Excellent business communication, organizational and time managementskills

- Experience with documentation of complex issues, processes, andprocedures

- Strong analytical and problem-solving skills with ability to thinkoutside the box

- Ability to understand and clearly explain technical issues to bothtechnical and non-technical audiences

- Strong team player with the ability to work independently

- Motivation to learn and share expertise of new skills andtechnologies

- Ability to resolve support issues are in a timely and efficientmanner

- Knowledge of various computer systems (tools, services, software,etc.)

Primary Location: LK-1-Colombo

Work Locations: LK-Colombo-Orion City Sascon Bldg Orion City Sascon Building No. 752/5 Dr Danister De Silver Mawatha Colombo

Job: Technology

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Dec 1, 2016