Pearson Problem Manager in London, United Kingdom

Problem Manager


At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Problem Manager

About the job

Job Purpose

The ProblemManager is responsible for delivering effective problem management resulting inthe provision of stable and robust services to the Global Pearson Business.Focus is on preventing problems resulting from incidents, eliminating recurringincidents and to minimize the impact of incidents that cannot be prevented.There should be increased focus on proactive elements where the intent is toremove the cause of problems before they have had impact.

Main responsibilities

●Lead Root Cause Analysis (RCA)investigations to successfully identify root causes of problems that impact theIT estate.

●Through Defect Prevention Processproactively manage defects that have the potential to impact across the ITestate.

●Proactively identify problem trendsand known bugs and work with Application, Business, Technology and othersupport teams to provide the solution.

●Perform regular Problem Managementreviews with Application, Business and Technology to track progress of problemroot cause and error resolution tasks.

●TrackProblem Management SLAs and KPIs whilst continually seeking to improve.

●Ability to articulate and produceExecutive level summaries and reports to a high standard.




Essential skills, qualifications and experience

  • Proven technical experience in an Enterprise environment. Minimum 5 years.

  • Proven track record in Incident Management in an Enterprise environment

  • Demonstrated ability to achieve objectives via influence of others

  • Demonstrated ability to lead recovery teams during high-pressure situations, remaining calm and focused under pressure

  • Ability to communicate, both verbally and in writing, with both technical and business people in terms they can understand is essential, as is the ability to cooperate with colleagues in other time zones

  • Excellent interpersonal and communication skills

  • Detail and process-orientated and strong customer service skills

  • Demonstrates thinking consistent with the global nature of the role

Desirable skills, qualifications and experience

  • Bachelor’s degree (preferably in Computer Science or MIS/CIS) or relevant experience

  • ITIL V3 Foundation or above

  • Ideally experienced in operating in a high change global enterprise environment


Primary Location: GB-GB-London

Work Locations: GB-London-80 Strand 80 Strand London WC2R 0RL

Job: Technology

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: On Call

Job Posting: Sep 7, 2017

Req ID: 1714146