Pearson Network Operations Manager in Denver, Colorado

Network Operations Manager

Description

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 re-examining 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.

Job Summary:Pearson are working towards a major restructure to align all technology towers under a centralized function.

During this time there will be a number of additional business units absorbed by the Global Network Services Operations team, some of which will require extensive work to secure, support, standardize and future proof.

Before fully integrating the new services/ businesses, there is an urgent requirement to ensure the service and the business are fully integrated into the Tech Ops operational standard configuration.

Key Responsibilities:

  • Respond for mobilisation of the Operations team to deal with infrastructure related Incidents as they arise.

  • Assure services are delivered to pre-agreed OLA or SLA.

  • Provide a Management escalation point for all infrastructure related issues.

  • Ensure production of Monthly Status Reports Measuring the Performance of the operational environment and Team against pre-agreed KPI’s.

  • Provide input into the PIR and Problem Management Process following a Major Incident.

  • Provide ongoing performance feedback to members of the team in the form of verbal and written feedback as part of the annual review process.

  • Provision of effective line management and a cost effective resourcing function for any new service into Network Services Operations.

  • Provide appropriate leadership and direction in order to set and meet individual and team objectives

  • Ensure new services are structured to the centralised operational model for Network Services Ops.

  • Ensure Incident, Service Requests and Problem queues are maintained in-line with current service offering from Network Services Ops.

  • Fulfil the role of Service Recovery Manager and contribute to recovery calls in the wider Tech Ops supported platforms.

  • Adoption of service deployment activities including identifying and driving best practices for new services, industrialised process and effective use of Operations Command Center (OCC), Incident Management and technical teams.

  • Ensure Network Services Operations teams are assigned to best meet organisation and individuals needs in a timely manner

  • Drive and influence team standards and processes

  • Formulate, track and deliver local cost centre budgets, i.e. Travel, Training, Vendor Support & Maintenance.

  • Ensure the operations teams technical skills are meeting the demands of the operational environment.

  • Ensure commercial considerations are taken into account when planning remediation activities.

Qualifications

Knowledge and Skill Requirements:

  • 5 years Service Operational management experience within a Global support function.

  • Proven track record in Leading and Managing technical teams.

  • Excellent verbal and written English communication skills.

  • Be able to demonstrate customer service skills and be client focused.

  • Working knowledge of network technologies utilised within a corporate and consumer based environment.

  • Knowledge of general networking technologies (LAN, WAN, WLAN, DNS & DHCP).

  • Excellent organisational skills and be a self-starter.

  • Proven ability in problem solving.

  • Exposure to Project and Program Management

  • Must have previous experience of service transition.

  • Proven ability to plan and execute tasks within a dynamic environment.

  • Ability to work under pressure both within a team environment and as an individual.

  • Act as the first point of escalation for the team and apply Kepner Tregoe problem solving and decision making methodologies when dealing with customer impacting incidents.

Qualifications:

ITIL Foundation

Network Certifications (CCNA/ CCNP)

Project Management Qualification

Education:

  • A minimum of Bachelor's Degree or higher although relevant experience will also be taken into consideration

#LI-TM

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-CO-Denver

Job: Technology

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jun 16, 2017

Req ID: 1706708