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Pearson Lead - Incident Management in Colombo, Sri Lanka

Job Purpose

The “Lead-Incident Management” 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 production incidents occur by mobilizing Incident Managers and resolver teams

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.

  • Overseeing multiple incidents at the same time, ensuring Incident Managers are allocated and resources are engaged.

  • Undertake and provide Post Incident Reviews (PIR) for major incidents with the focus on identifying process or operational improvements.

  • Executing Problem Management responsibilities, including timely delivery of root cause & corrective action documents, trend analysis, executive summaries etc.

  • Share knowledge and experience in the form of coaching, mentoring and training other team members.

  • Working closely with different levels of technical teams and business teams to improve the maturity levels and adoption of Incident Management processes.

  • Working closely with the leadership team to identify and adopt process improvements and develop and maintain a truly global Incident Management Team.

Qualifications

Requirements

  • Bachelor’s degree in Computer Science or Information Technology or equivalent qualification

  • 7 years of working exposure in an ITIL/DevOps environment and 2 years in a similar capacity

  • ITIL V3/ITIL 4 Foundation level certification. Intermediate certifications will have added advantages

  • Proven track record in Incident and Problem Management in Global Corporate and Enterprise environments

  • Leadership, coaching and mentoring skills

  • Ability to motivate and influence others

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

Job: TECHNOLOGY

Organization: Technology & Operations

Schedule: FULL_TIME

Req ID: 2112466

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