Advanced Specialist, Customer Success

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, and responsiveness. The Incident Response Analyst plays a pivotal role in coordinating multi-functional teams, prioritizing issues and changes, identifying root causes, and remediating customer-facing incidents while supporting post-incident reviews.

This role requires exceptional collaboration skills, attention to detail, and a strong focus on delivering outstanding customer experience. Candidates must demonstrate consistent quality decision-making skills, thrive in a global enterprise environment, and have the ability to drive continuous improvement in processes and 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.

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