Pearson Incident Manager in Colombo, Sri Lanka

Incident Manager


Job Purpose

Incident Manager is responsible for executing the Incident Management process for technology to support the business globally. This position is focused primarily on directing and coordinating service restoration when a production incident occurs whilst ensuring the underlying causes of incidents are addressed. Responsible for mobilizing resolver teams and coordinating their activities to drive and manage the efficient resolution of daily IT-related incidents that impact the Global Pearson Business.

Main responsibilities

●Proactively manage the resolution of major incidents in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate, ensuring appropriate levels of communication to Executives and key stakeholders.

●Provide cover for all Major Incidents during APAC coverage hours.

●Overseeing multiple incidents at the same time, if there is a necessity.

●Conducting Post Incident Reviews (PIR) for major incidents with the focus on identifying process or operational improvements.

●Understand and appreciate the impact of incidents on SLA targets, allowing prioritization and direction.

●Driving effectiveness and efficiency of Incident Management processes. Working closely with Problem/Change Management, technical and business groups to contribute to Operations Stability Program


1.Essential skills, qualifications and experience

●Bachelor’s degree (preferably in Computer Science or Information Technology) or relevant experience

●Proven technical experience in Enterprise environments

●Ability to communicate, both verbally and in writing, with both technical and business people

●Ability to achieve objectives by influencing others and leading teams

●Attention to details, process-orientated and strong customer service skills

●Proven track record of Incident Management / Major Incident Management in enterprise environments

●Ability to cooperate with colleagues in other time zones

●Inspires outstanding performance in difficult circumstances

●ITIL V3 Foundation certification

●Knowledge on Agile methodologies and ITIL Intermediate certifications will be an added advantage.

  1. Key Pearson Attributes

●Always Learning

●Customer Focused

●Makes it Happen

●Relationship Builder

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: May 1, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1806354

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.