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Pearson PMC Engineering Support Manager in India

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

Pearson Marketing Cloud (PMC) is our Global Technology Platform that enables customers to access learning products and services through eCommerce and Digital Marketing journeys. We currently process more than 80% of global Pearson eCommerce revenue and serve nearly 50% of all Pearson web traffic, with over 24million page views per month.

This is a unique opportunity for a Support Manager to help us manage applications that will directly enhance the lives of millions, by supporting the provision of education on a global scale. Join a high performing team which focuses on supporting Pearson’s digital transformation!

Qualifications

As an Offshore Support Manager you will: 

  • Manage the team’s day-to-day deliverables, communicate with stakeholders and ensure that agreed SLAs are met by team members.

  • Effectively manage business and technical escalations. Streamline and prioritize work across various support areas.

  • Strive for continuous improvement and stability through effective use of monitoring tools and protocols.

  • Focus on continuous reduction of repetitive user and system tasks through ongoing automation.

  • Provide ongoing reports on SLAs, ticket distribution, system health checks etc.

  • Be Process-oriented and ensure that all best practices and support standards are followed.

  • Effectively track and monitor both internal and external releases; Ensure adequate coverage and testing, minimizing any customer impacts.

  • Develop effective partnerships within your team and other teams both internal and external to Pearson.

  • Keep a strong focus on high quality throughout the entire process, working closely with the Development and Quality Assurance stream.

  • Manages Employee Talent and Performance requirements by providing team members with accurate & timely coaching & feedback.

  • Act as a change advocate; willing to use leadership, facilitation, and interpersonal skills to inspire cultural change and enable continuous process improvement.

Skills & Abilities

  • 8+ years of experience managing Production Support teams

  • Knowledge of Production Support management and Development principles and practices

  • Background as a software engineer or Support lead with a strong technical understanding of full stack development and languages.

  • Experience supporting complex, customer-facing applications. Experience in supporting E-commerce a huge plus.

  • A Bachelor’s Degree in software engineering, computer science or a similar field.

  • Proven ability to manage teams and demonstrable leadership skills.

  • Ability to multi-task across applications/ teams.

  • Experience in a fast paced, agile, continuous integration environment.

  • Strong verbal and written communication, facilitation, and interpersonal skills.

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: ENGINEERING

Organization: Technology & Operations

Schedule: FULL_TIME

Req ID: 2111172

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