Advanced Specialist, Customer Success

This is a fully remote position, open to applicants in India.

📋 Description

• Operate in a 24x7x365 environment and engage in an on-call rotation, which includes holidays, nights, and weekends.

• Create and maintain knowledge base articles, encompassing triage escalation procedures.

• Initiate and oversee incident response initiatives, including bridge calls, communications, and escalations.

• Demonstrate the ability to work efficiently in environments where not all facts are available.

• Monitor and manage all critical and non-critical incidents until resolution, ensuring that issues are tracked, monitored, and driven to closure.

• Provide comprehensive and timely communication and updates regarding incidents to stakeholders, being comfortable interacting with a diverse range of senior stakeholders and executives, and capable of operating in fast-paced environments with incomplete information.

• Track changes, collaborate with Problem and Change Management Teams, and communicate updates effectively.

• Facilitate the collection of information from application teams, Level 2 support, engineering teams, and other stakeholders during outages and service degradations.

• Evaluate the impact and sensitivity of outages and respond appropriately.

• Offer real-time insights to stakeholders.

• Suggest program enhancements and process modifications to relevant product/tech teams.

• Distribute reports, engage in meetings, and share results of metrics.

• Support knowledge sharing and training initiatives, including group facilitation and best practices.

• Utilize knowledge of IT infrastructure dependencies and enterprise incident impacts to balance priorities while driving resolutions.

• Exercise sound judgment within established practices to efficiently resolve incidents.

• Empower teams to produce high-quality, high-velocity products while embracing change and ensuring alignment with DevOps and engineering best practices.

• Document and enhance incident resolution processes, conduct post-incident reviews, and identify targeted improvements for the organization.

• Assist in establishing and adhering to evolving processes to meet the changing needs of Pearson and its customers.

⛳️ Requirements

• Education: Associate degree or equivalent experience.

• Over 5 years of experience in IT support or a related field.

• More than 3 years in an ITIL environment, such as IT Service Desk operations.

• At least 2 years of experience in two or more of the following areas: Incident or Problem Management, IT Service Desk, IT Network Operations, Active Directory, MS Exchange, Data Center Operations, Cloud Computing, or Security Operations.

• A minimum of 1 year of experience using tools such as ServiceNow, PagerDuty, Confluence, Jira, SharePoint, or Microsoft Teams.

• Proven track record in coordinating people or managing projects involving teams of 10 or more individuals, including senior management.

• Experience in documenting incident resolution processes, creating reports, and providing timely updates to management.

🏝️ Benefits

• Flexibility to operate within a 24/7 support model, including participation in on-call rotations and availability during holidays, nights, and weekends.