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.

• 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 Dev Ops 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.

• Education:
  
  Associate degree or equivalent 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 Service Now, Pager Duty, 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.

• 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.

• Flexibility to work in a 24/7 support model, including participation in on‑call rotations and availability during holidays,…