About this role
Service Delivery & Response - Incident Response Analyst The Service Delivery & Response team is responsible for supporting delivery of our products successfully and responding to issues for our customers, fostering a culture of collaboration, blamelessness & responsiveness. The Incident Response Analyst plays a pivotal role in coordinating multi-functional teams, prioritizing issues & changes, identifying root causes, remediating customer-facing incidents while supporting post-incident reviews. This role requires exceptional collaboration skills, attention to detail, strong focus on delivering outstanding customer experience. Candidates must demonstrate consistent quality decision-making skills, thrive in a global enterprise environment & have the ability to drive continuous improvement in processes & outcomes. Responsibilities:
• Work in a 24x7x365 environment and participate in an on-call rotation, including holidays, nights, and weekends. • Develop and maintain knowledge base articles, including triage escalation procedures. • Initiate and manage incident response activities, including bridge calls, communications, and escalations. • Ability to work at pace and in environments where sometimes not all the facts are known. • Monitor and track all critical and non-critical incidents to resolution, ensuring issues are monitored, tracked, and driven to closure. • Provide detailed, timely communication and updates about incidents to stakeholders, and being comfortable talking to a range of senior stakeholders and executives, and able to work at pace, and in an environment where not all facts are known. • Track changes, collaborate with Problem and Change Management Teams, and communicate updates effectively. • Facilitate information gathering from application teams, Level 2 support, engineering teams, and other stakeholders during outages and service degradations. • Assess the impact and sensitivity of outages and respond accordingly. • Provide real-time insights to stakeholders. • Recommend program improvements and process adjustments to relevant product/tech teams. • Distribute reports, participate in meetings, and share metrics results. • Support knowledge sharing and training initiatives, including group facilitation and best practices. • Apply understanding of IT infrastructure dependencies and enterprise incident impacts to balance priorities while driving resolutions. • Exercise sound judgment within established practices to resolve incidents efficiently. • Enable teams to deliver high-quality, high-velocity products while embracing change and ensuring alignment with DevOps and engineering best practices. • Document and improve incident resolution processes, post-incident reviews, and targeted improvements for the organization. • Help establish and follow evolving processes to meet Pearson’s and customers’ changing needs. Qualifications:
• Education: Associate degree or equivalent experience. Experience:
• 5+ years in IT support or a related field. • 3+ years in an ITIL environment, such as IT Service Desk operations. • 2+ years with at least two of the following: Incident or Problem Management, IT Service Desk, IT Network Operations, Active Directory, MS Exchange, Data Center Operations, Cloud Computing, or Security Operations. • 1+ year using tools like ServiceNow, PagerDuty, Confluence, Jira, SharePoint, or Microsoft Teams. • Proven experience in people-coordination or project management efforts involving teams of 10+ individuals, including senior management. • Experience documenting incident resolution processes, creating reports, and providing timely updates to management. Skills:
• Ability to troubleshoot and resolve moderately complex IT incidents independently. • Strong written and verbal communication skills, adaptable to both formal and informal formats. • Demonstrated success in fast-paced environments requiring multitasking and teamwork. • Motivated by and effective at driving change, including incident response and change management processes. • Ability to establish trust and build collaborative relationships at multiple organizational levels. Availability:
• Flexibility to work in a 24/7 support model, including participation in on-call rotations and availability during holidays, nights, and weekends. #LI-KS1