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.

The ideal person will have high energy, a genuine understanding of how to deliver operations working in collaboration with service desk, engineering, global incident, problem and change management leaders.

Main Responsibilities

• Day to Day Tier 3 support of Office 365 and other collaboration tool issues

• Working to complete tickets in a timely manner with customer satisfaction as a top priority

• Submitting cases with vendors (where required) and working to resolution with timeliness

• Suggesting and making improvements to operational processes through automation

• Monitoring Microsoft O365 systems and licensing and reacting promptly to alerts or escalated outage tickets and following Incident management processes

• Support On Call support shifts

• Work closely with Level 1 & 2 ServiceDesk/Support teams to hand off escalations, notify of system issues, understand real time issue ticket metrics, and provide knowledge transfer.

• Work closely with Level 4 Engineering Teams to transfer knowledge and update product/service owners of issues.

• Other tasks as assigned.

What do you need to bring to the role?

• An analytical mind and an eye for ongoing improvement - including experience building and implementing processes where improvements were needed from the ground up

• Good working knowledge of operations best practices and processes - incident, change, problem, release

• Previous engagements with large programme teams, service transition and acceptance

• Time zone flexibility and experience of working in a globally distributed organisation

Skills, Qualifications & Abilities

• Strong experience handling support for major issues efficiently and effectively to full resolution

• Strong experience with Azure, Full O365 Suite and related admin portals (Teams, Exchange, etc )

• Strong experience with mail flow troubleshooting, Microsoft Defender and EOP, and Cisco IronPort technologies

• Solid understanding of PowerShell and experience in Automating tasks

• Experience with New Relic Synesthetic /Selenium webdriver/API scripting

• Solid understanding of using tools like MFCMAPI, Wireshark , netmon, etc to investigate O365 issues and network problems, and display advanced troubleshooting skills

• Experience supporting Zoom and other audio/video conferencing technologies.

• Knowledge of ITIL standards, Problem, Incident and Change Control and ticket management

• Use of ServiceNow or other related full ITIL ticketing system

Competencies

• Professional written and verbal communication skills

• Strong interpersonal skills, able to effectively engage at all levels of the company. Cultivate strong relationships and collaborative partnerships across teams.

• Positive attitude and passion for good customer service and user experience

• Ability to collaborate across globally dispersed teams

• Excellent analytical and problem-solving skills

• Excellent time management and organizational skills

Educational & Professional Qualifications

• Bachelor’s degree or equivalent in Computer Science, Engineering or other relevant field or have equivalent proven industry experience.

• Microsoft certifications preferred.

• ITIL Foundation or higher is an advantage.

Primary Location: Full Remote

Work Locations: India (primarily Chennai, Bangalore)

Job: Technology

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: May be fixed or alternating schedule for the following shifts: UK BT 8am-5pm / US Eastern 8am-5pm

Job Posting:

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID:

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.

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 ppsmhr@pearson.com.

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: Corporate Strategy & Technology

Schedule: FULL_TIME

Req ID: 4656