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.
The ideal person will have high energy, a genuine understanding of how to deliver operations working in collaboration with service desk, engineering, global incident, problem and change management leaders.
Day to Day Tier 3 support of Office 365 and other collaboration tool issues
Working to complete tickets in a timely manner with customer satisfaction as a top priority
Submitting cases with vendors (where required) and working to resolution with timeliness
Suggesting and making improvements to operational processes through automation
Monitoring Microsoft O365 systems and licensing and reacting promptly to alerts or escalated outage tickets and following Incident management processes
Support On Call support shifts
Work closely with Level 1 & 2 ServiceDesk/Support teams to hand off escalations, notify of system issues, understand real time issue ticket metrics, and provide knowledge transfer.
Work closely with Level 4 Engineering Teams to transfer knowledge and update product/service owners of issues.
Other tasks as assigned.
What do you need to bring to the role?
An analytical mind and an eye for ongoing improvement – including experience building and implementing processes where improvements were needed from the ground up
Good working knowledge of operations best practices and processes – incident, change, problem, release
Previous engagements with large programme teams, service transition and acceptance
Time zone flexibility and experience of working in a globally distributed organisation
Skills, Qualifications & Abilities
Strong experience handling support for major issues efficiently and effectively to full resolution
Strong experience with Azure, Full O365 Suite and related admin portals (Teams, Exchange, etc )
Strong experience with mail flow troubleshooting, Microsoft Defender and EOP, and Cisco IronPort technologies
Solid understanding of PowerShell and experience in Automating tasks
Experience with New Relic Synesthetic /Selenium webdriver/API scripting
Solid understanding of using tools like MFCMAPI, Wireshark , netmon, etc to investigate O365 issues and network problems, and display advanced troubleshooting skills
Experience supporting Zoom and other audio/video conferencing technologies.
Knowledge of ITIL standards, Problem, Incident and Change Control and ticket management
Use of ServiceNow or other related full ITIL ticketing system
Professional written and verbal communication skills
Strong interpersonal skills, able to effectively engage at all levels of the company. Cultivate strong relationships and collaborative partnerships across teams.
Positive attitude and passion for good customer service and user experience
Ability to collaborate across globally dispersed teams
Excellent analytical and problem-solving skills
Excellent time management and organizational skills
Educational & Professional Qualifications
Bachelor’s degree or equivalent in Computer Science, Engineering or other relevant field or have equivalent proven industry experience.
Microsoft certifications preferred.
ITIL Foundation or higher is an advantage.
Primary Location: Hybrid
Work Locations: India (primarily Chennai, Bangalore)
Organization: Technology & Operations
Employee Status: Regular Employee
Job Type: Standard
Shift: Flexible, but alternating schedule for the following shifts: UK BT 8am-5pm / US Eastern 8am-5pm
Job Unposting: Ongoing
Schedule: Full-time Regular
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
Organization: Corporate Strategy & Technology
Req ID: 9324