Incident Problem Manager Jobs in Raleigh, NC (NOW HIRING)

Job Title: Incident Management - Response Analyst
Duration: 8+ months
Location: Durham, NC
Job Description
The customer Service Delivery & Response team is responsible for supporting delivery and responding to issues for our customers while providing a culture of collaboration, blamelessness and responsiveness. The Incident Response Analyst is a position of focus and thought leadership within Pearson and will require quality decision making skills as well as experience working in global enterprise environments.
The Incident Response Analyst must be an exceptional collaborator, have a strong attention to detail, and be a passionate voice for the experience of our customers (both internally and externally). In this role the person will play a pivotal role of coordinating multi-functional groups to prioritize issues and changes, identify root causes of issues, remediate any customer facing incidents as well as any actions identified during post incident reviews.
This position will be based in Durham, North Carolina. The required working shift for this position will be 12:00 PM-8:00 PM ET.
Responsibilities
• Work in a 24x7x365 environment.
• Incident initiation, management of bridge calls, communications, and escalations.
• Manage critical priority incident activities, monitoring and driving critical incidents to closure.
• Provide detailed and timely information about incidents.
• Change tracking and communication.
• Coordination with the Problem Management Team and Change Management Team.
• Information gathering with application, Level 2 support, engineering teams and other relevant stakeholders on outages and service degrades.
• Assess the impact and sensitivity of the outage situation.
• Work with Leadership to recommend program improvements or adjustments to processes to improve deliverables.
• Distribute reports, participate in meetings, and share metrics results.
• Support training and knowledge sharing efforts.
• Provide group facilitation, training, and additional forms of knowledge transfer.
• Apply knowledge of the IT infrastructure interdependencies and impacts of Enterprise incidents and changes to balance priorities while driving incident resolutions.
• Exercise judgment within generally defined practices and policies in selecting methods and techniques for resolving incidents.
• Facilitate the troubleshooting process among team members.
• Enable & support our businesses to deliver products with high quality, at a high velocity, while embracing change.
• Create a culture of knowledge sharing including best practices, PIR coaching as well as targeted improvements within DevOps and engineering teams ensuring best practices across engineering teams are aligned.
• Assist in providing real-time insights and information to right stakeholders in the right format
• Help to establish and follow well-defined processes that continuously evolve to support Pearson and our customers' changing needs.
Required Skills
• An associate degree or equivalent experience.
• 5 years of experience in IT support or related field.
• 3 years of experience working in ITIL environment, such as IT Service Desk operations.
• 2 years of experience with two of the following IT areas: Incident or Problem Management, IT Service Desk, IT Network Operations, Active Directory, MS Exchange, Data Center Operations, Cloud Computing, or Security Operations.
• 1 year of experience using ServiceNow, PagerDuty and other similar tools.
• Experience with Confluence, Jira, SharePoint, Microsoft Teams.
• Experience with people-coordination or project management efforts involving more than 10 individuals, including senior management.
• Experience documenting incident resolution processes, creating reports, and providing timely status to management.
• Demonstrated ability to troubleshoot and resolve moderately complex IT incidents with limited direction.
• Demonstrated ability to work in a fast-paced environment, multi-task, and work with team members.
• Excellent written and verbal communication skills in both formal and informal formats.
• Motivated by change; willingness and ability to drive change; demonstrated success with effective incident response and change management.
• Establish collaborative relationships built on trust and commitment and develop relationships at multiple levels within the business and technical teams.
• Ability to participate in an on-call rotation.
• Proficiency in data analysis tools and techniques, such as JIRA, PagerDuty, and ServiceNow, is a plus.
• Candidates with experience in automating tasks and processes are preferred.
Top 3 Skills Required For This Role:
1. Incident or Problem Management with experience in IT Support and working in ITIL environment
2. Experience in Service management tools such as ServiceNow, PagerDuty, Jira.
3. Experience in IT areas such as IT Service Desk, IT Network Operations, Active Directory, MS Exchange, Data Center Operations, Cloud Computing, or Security Operations.