Incident Management Lead

2 weeks ago

Harlow, United Kingdom Pearson Full time

**Our Organisation**

At Pearson VUE, we believe the capacity for growth lies within all of us - the potential to learn, to stretch, to constantly better ourselves. Through our worldwide network of test centres and partnerships within virtually every industry, we deliver high-stakesexams empowering professions to certify and license individuals across the globe.

Pearson VUE is featured on The Forbes list of Best Employers and The Stonewall Top 100 Employers list, and we are recognised in the Best Employers for Diversity 2019 awards.

**Your Opportunity**

The Incident Manager Lead is responsible for executing the Incident Management process for Pearson VUE Technology Products and Services to support the business globally. The Incident Manager Lead will assist with optimizing the Incident Management playbook,supporting improvements to customer experience during major technology incidents, and management of the resolution of high impact incidents.
- Development of incident management processes:

- Executes and continues to evolve the incident management playbook for major incidents
- Champions continuous improvement work across teams to drive system stability and operational excellence
- Execution of incident response activities during production incidents:

- Leads and facilitates incident escalation, cross-team coordination, documentation and reporting including post incident review activities
- Single point of contact for communications around incident and provides end-to-end management and oversight of major incidents across Technology Products and Services
- Communicates incident status and resolution to a broader group of business stakeholders, technology, security, legal, and executives using appropriate business acumen and effective communication skills
- Accountability for practices around incident closure:

- Tracks and manages incident remediation processes to drive findings until closure
- Follow through on short-term and long-term fixes for resolution
- Additional responsibilities:

- Maintains strong partnerships across technology, business, and operational teams

**Experience & Qualifications**
- Experience in Information Technology or Technology Operations
- Strong knowledge of technical support, industry best practices, metrics, processes and infrastructure
- Strong capability to develop and present clear and persuasive communications and presentations across the organization including executive leadership
- Ability to work with a sense of urgency, and deliver under time frames
- Ability to make decisions and recommendations on complex issues and present to senior management
- Role requires the ability to be included in an on-call rotation to provide 24x7x365 global business support
- Team oriented, collaborative, and diplomatic ways of working
- Familiarity with ITIL, ITSM practices is a plus

**Your Benefits & Reward**

We will expect a lot, and we know you will do great work, so we give a lot back with some of the best benefits in the business Along with learning, development and mentoring opportunities, our range of benefits can support the different needs of our diversecolleagues, and their families too. Joining our Pearson family can provide you with unlimited and truly global career progression options, and you can also look forward to exploring our impressive benefits, such as:

- Flexible options to work from home.
- A starting holiday of 25 days
- Generous pension scheme where we match and double what you contribute.
- Maternity, paternity, and family care leave as well as flexible work policies.
- Shares and stock purchase options.
- Healthcare and dental plans, and an employee wellbeing assistance programme for you and your family to help balance work, family, and personal life.

**Our Recruitment Process**

LI-REMOTE

Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.

We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.

The information you provide will stay confidential, and be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

**Job**: TECHNOLOGY

**Organization**: Assessment & Qualifications

**Schedule**: FULL_TIME

**Req ID**: 8888

  • PMO Lead

    4 weeks ago

    Harlow, United Kingdom Raytheon Full time

    **Date Posted**: 2024-03-13 **Country**: United Kingdom **Location**: GBR01:Harlow, Essex, Kao One, Kao Park, Harlow, CM17 9NA **Position Role Type**: Unspecified **Job Title: PMO Lead** **Location: Harlow, Livingston or Glenrothes (Hybrid working with a minimum of 2 days a week on site).** **Function: Digital Technology** **Summary of Role** Raytheon UK...

  • Switchboard Operator

    4 weeks ago

    Harlow, United Kingdom The Princess Alexandra Hospital NHS Trust Full time

    Reporting to the Switchboard Supervisor this position will be responsible for answering and managing all calls that are received at the Princess Alexandra NHS Trust Switchboard. This position will be responsible for the monitoring and management of all alarms in the Switchboard department. There will be the requirement for flexible working to ensure there...

  • Lead Clinical Safety Officer

    4 weeks ago

    Harlow, United Kingdom The Princess Alexandra Hospital NHS Trust Full time

    As the Lead Clinical Safety Officer, you will be either a qualified Nurse, Midwife or AHP and play a key role in identifying new areas for development, alongside ensuring that technology is used effectively and safely through supporting the safe development and use of Digital health technology and systems within the Trust. Your priority will be to compile...

  • Porter Supervisor

    4 weeks ago

    Harlow, United Kingdom The Princess Alexandra Hospital NHS Trust Full time

    The Portering team are seeking a self motivated competent supervisor, to provide line management to our Portering team. - Supervising a team of staff on shift. Allocating, delegating and monitoring tasks in accordance with the specifications. Ensure that all day-to-day tasks are completed at the end of the shift but where necessary hand over to the next...

  • Security Officer

    4 weeks ago

    Harlow, United Kingdom Mitie Full time

    **Job Ref - 51903** **Relief Retail Security Officer** **Harlow** **£13.97 per hour.** **Full time and part time.** **Must have DS Licence.** **Job Overview** - To protect our customer's property, people and/or assets by providing security services in direct accordance with the sites published Assignment Instructions (AI's) and any subsequent...

  • Digital and Transformation Lead

    4 weeks ago

    Harlow, United Kingdom Primary Care Careers Full time

    **About the Role**: There is an exciting opportunity for an experienced project manager to join us at Harlow South Primary Care Network to lead us as we transform the way that we support our patients, the way our staff are able to work and the sustainability of our general practice services, through the adoption or optimisation of new technology and other...

  • Trust Recruitment Coordinator

    4 weeks ago

    Harlow, United Kingdom NHS Professionals Full time

    **NHS Professionals Limited** Job Title: Trust Recruitment Coordinator **Band**: 4 **Location**: Trust Based/Office based **Responsible To**: Client Relationship Manager **Accountable To**: Regional Lead / Head of Client Relations **1. Job Summary**: This is a key recruitment role within the organisation with responsibility for delivering a high level...

  • SCCM IT Infrastructure Engineer

    2 weeks ago

    Harlow, United Kingdom Matchtech Full time

    System Centre Configuration Manager ( SCCM) Infrastructure Engineer Summary of Role An opportunity for an experienced Data Centre Services, SCCM Infrastructure Engineer to join the core infrastructure team within the Digital Technology function. Reporting to the Data Centre service manager you will be responsible for the management, maintenance and upkeep of...

  • Pcn Digital and Transformation Lead

    4 weeks ago

    Harlow, United Kingdom Primary Care Careers Full time

    **About the Role**: There is an exciting opportunity for an experienced project manager to join us at Harlow South PCN, to lead us as we transform the way that we support our patients, the way our staff are able to work and the sustainability of our general practice services, through the adoption or optimisation of new technology and other initiatives. The...

  • Application Specialist

    3 weeks ago

    Harlow, United Kingdom Raytheon Technologies Full time

    Unspecified Job Title: Applications Specialist Location: Glenrothes or Harlow (Hybrid with a minimum of 2 days a week on site) - with occasional travel to other UK sites. Raytheon UK has an opportunity for an experienced IT professional to support general server applications. The function sits within the Digital Technology team and is...

  • Warehouse Manager

    2 days ago

    Harlow, United Kingdom Redfox Executive Selection Ltd Full time

    Are you a skilled manager with experience in warehouse operations? Are you looking for a new opportunity to lead and optimise warehouse processes within a thriving and expanding agricultural business in Essex? If so, we want you to join our clients team at one of the leading independent arable merchants in the Eastern regions. Our client is a privately...

  • Engineer Manager

    2 weeks ago

    Harlow, United Kingdom Fusion People Ltd Full time

    Exciting Opportunity: Join Us our client on a permanent basis as Engineer Manager! Position: Engineer Manager (Plumbing) Location: United Kingdom Salary: £40,000 Bonus: OTE around £45,000 per year. Are you a skilled plumber with a passion for leadership and a track record of growing commercial divisions and leading a medium size fleet of engineers?...

  • Engineer Manager

    2 weeks ago

    Harlow, United Kingdom Fusion People Ltd Full time

    Exciting Opportunity: Join Us our client on a permanent basis as Engineer Manager!Position: Engineer Manager (Plumbing)Location: United KingdomSalary: £40,000 Bonus: OTE around £45,000 per year. Are you a skilled plumber with a passion for leadership and a track record of growing commercial divisions and leading a medium size fleet of engineers? Are you...

  • Warehouse Manager

    2 days ago

    Harlow, United Kingdom Redfox Executive Selection Ltd Full time

    Are you a skilled manager with experience in warehouse operations? Are you looking for a new opportunity to lead and optimise warehouse processes within a thriving and expanding agricultural business in Essex? If so, we want you to join our clients team at one of the leading independent arable merchants in the Eastern regions.Our client is a privately owned...

  • Finance Manager

    4 weeks ago

    Harlow, United Kingdom Marks Sattin recruitment Full time

    We are working with a leading construction company, based in Epping. Reporting to the Financial Controller, the Finance Manager's role will include the following duties: - Direct management of accounts payable and accounts receivable functions, including contact with customers and suppliers. - Monthly reporting on financial performance to group and to...

  • Technical Manager

    3 weeks ago

    Harlow, United Kingdom First Call Contract Services Full time

    Job Title: Technical ManagerMain Purpose: Ensure compliance with Food Hygiene, HR, BRCGS and TQS system.Responsible to: The Managing DirectorResponsible for: Compliance, Food Safety, Audits and Customer satisfaction.Main Duties and Responsibilities:The role will be to assist the senior Management team with total compliance in audit and technical...

  • Technical Manager

    2 weeks ago

    Harlow, United Kingdom First Call Contract Services Full time

    Job Title: Technical ManagerMain Purpose: Ensure compliance with Food Hygiene, HR, BRCGS and TQS system.Responsible to: The Managing DirectorResponsible for: Compliance, Food Safety, Audits and Customer satisfaction.Main Duties and Responsibilities:The role will be to assist the senior Management team with total compliance in audit and technical...

  • Quality Manager Foods

    4 weeks ago

    Harlow, United Kingdom Revorec Recruitment Solutions Ltd Full time

    **Quality Manager ( Foods )** **£28,000 - £34,000 + Profit Scheme + Overtime + Training + Excellent Benefits** **Monday - Friday, 8:00 - 17:00** **Harlow** Do you have experience working in quality? Are you looking for an exciting new role working for a leading food manufacturer offering excellent training, development and bonuses? Due to continued...

  • Service Delivery Lead

    6 days ago

    Harlow, United Kingdom Livability Full time

    **_Are you the Service Delivery Leader we are looking for? Do you have the passion, talent, skills and care experience that can make it all add up for the people we support?_** Do you have a level 5 Management qualification? **About Livability Keefield Close**: Livability Keefield Close, Harlow, Essex, is a residential home for ten adults with profound...

  • Store Manager

    7 days ago

    Harlow, United Kingdom Olivia Hughes Recruitment Full time

    **Store Manager £26-30,000** This is a fantastic opportunity to join an incredibly successful fashion retail business as a Store Manager. My client is enjoying significant growth and if you would like the opportunity to bring your passion for fashion and customer service to a placewhere you can make your mark and make a real difference, then this could be...