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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