Advanced Specialist, Customer Success

Pearson VUE

Incident Response Analyst managing multi-functional teams for customer incident response in a 24/7 environment. Ensuring effective communication and resolution of IT service issues.

Posted 6/27/2026full-timeRemote • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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 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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

incident managementproblem managementITILcloud computingdata center operationsActive DirectoryMS Exchangesecurity operationsreportingprocess documentation

Soft Skills

communicationcollaborationproblem-solvingjudgmentfacilitationadaptabilitystakeholder managementteam coordinationtime managementleadership