Manager, Rapid Response

Pearson - Columbia, MD (14 days ago)

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Description

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

You will lead Pearson Online and Blended Learning's Rapid Response Team—a technology team responsible for supporting operations and incident resolution for Pearson OBL's core software platforms. You will take a central role in the identification, escalation, and resolution of application issues that impact OBL customers and oversee operational support efforts that ensure application efficacy and stability. You will manage a team of highly intelligent, productive, and skilled developers, QA, database engineers, and systems analysts that will focus on providing quick resolution to issues impacting customers, and will partner directly with your engineering counterparts to build application serviceability in from the very start with the aim of preventing issues before they happen.

Responsibilities include, but are not limited to:
Provide leadership and oversight to the Rapid Response Team to ensure support standards are met

Process analysis and improvement

Issue triage, escalation, and resolution

Implementation and maintenance of proactive monitoring to identify and resolve issues before they impact customers

Partner directly with Incident Management, Product, Engineering, and Customer Support teams

Collaborate with engineering to develop innovative products, technologies and processes that continuously push the envelope of Pearson’s rapid, reliable and repeatable attitude

Be a positive leader, nurturer, role model, and mentor ensuring team members acquire necessary skills (technical and non-technical) and performance attributes, in line with business and personal development needs

Identify and solve problems creatively with minimal guidance

Manages personnel activities of software engineering staff including hiring, training, and yearly reviews

Provide oversight and guidance in the operational nuances that come with a department in an explosive growth phase

Data analysis, audit, ETL operations, and database administration

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.

Qualifications

Qualifications

Proven experience managing development teams of 8 software engineers, database engineers, and / or support engineers

Ability to communicate with developers and stakeholders

Aptitude for mentoring and facilitating the change necessary to create self-organizing teams

Experience leading a culture change into an Agile and DevOps mindset

Capable of self-direction that aligns with corporate and department vision

Experience navigating large, complex projects, in a highly matrixed environment

Working knowledge of technologies and concepts of API Platforms and Microservice Architectures

Understanding of SQL Server database administration

The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $120-130K. This position is eligible to participate in an annual incentive program.

Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/

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Primary Location : US-NC-Durham

Other Locations : US-MD-Columbia, US-RE-Remote

Work Locations :
US-NC-Durham-5425 Page Churchill

5425 Page Road

Durham27703

Job : Technology

Organization : Technology & Operations

Employee Status : Regular Employee

Job Type : Standard

Job Level : Manager

Shift : Day Job

Job Posting : Apr 29, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2105603