At Pearson, we are committed to a world that is always learning and to our talented team who makes it all possible.  We are bold thinkers and standout innovators who push the boundaries of technology. We create seeds of learning that become the catalyst for the world’s innovations. Within the Pearson Virtual Schools (PVS) division, we have reimagined K-12 education through our virtual school and curriculum offerings. Our schools, Connections Academy and Pearson Online Academy provide a best-in-class online learning environment for K-12 students to acquire the skills and confidence they need to adapt and thrive in a changing world.  **Purpose of the position** The Sr. Problem Manager will play a pivotal role in identifying, analyzing, and resolving recurring and potential issues within our technology environment. Reporting to the Manager Application Production Support Engineering, the Sr. Problem Manager will collaborate closely with cross-functional teams to implement effective problem management processes and ensure the continuous improvement of our systems and services. **Core tasks and responsibilities** + Problem Identification: Proactively and reactively identify and prioritize potential and recurring issues within our technology environment through trend analysis, incident reports, and stakeholder collaboration. + Root Cause Analysis: + Lead and facilitate blameless post-mortems and perform root cause analysis (RCA) investigations to identify the underlying causes of problems and incidents, ensuring that corrective actions are implemented to prevent recurrence. Identify sub-optimal incident response. + Develop plans to prevent recurrence of root causes and improve incident response, document these and manage them to closure. + Problem Resolution: Work closely with technical teams to develop and implement effective solutions to address identified problems and prevent their impact on service delivery. + Incident Management Support: Collaborate with Incident Management teams to provide guidance and support during major incidents, ensuring that appropriate problem-solving techniques are applied to minimize service disruption and restore normal operations. + Process Improvement: Continuously review and refine problem management and incident management processes and procedures to enhance efficiency, effectiveness, and alignment with industry best practices and standards. + Knowledge Management: Maintain a comprehensive knowledge base of known problems, their resolutions, and lessons learned to facilitate faster problem resolution and support ongoing learning and improvement. + Performance Metrics: Define and track key performance indicators (KPIs) to measure the effectiveness of problem management activities and identify areas for improvement. + Stakeholder Communication: Communicate regularly with stakeholders, including senior management, to provide updates on problem management activities, status of ongoing investigations, and recommendations for improvement. + Must be available to work 8 AM to 5 PM ET US hours with shift differential. **Required Skills, Experience, and Competencies** + Bachelor's degree in computer science, information technology, or related field. + Must have 2 years of experience in problem management. + Strong analytical and problem-solving skills, with the ability to conduct thorough root cause analysis and develop effective solutions. + Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and communicate complex technical concepts to non-technical stakeholders. + Knowledge of ITIL (Information Technology Infrastructure Library) framework and best practices in problem management. + Experience with incident or problem management tools and systems. + Certification in ITIL or other relevant certifications (e.g., Certified Problem Manager) is recommended. + Requires developed knowledge in problem management and is considered a specialist by others in their area. + Applies expertise independently and guides more junior colleagues. + Communicates complex information to colleagues in a way that can be easily understood. + Maintain effective relationships within your own Business Division or Corporate Function. + Experience using ADO or JIRA is preferred. + Must have excellent written English and verbal communication skills, as well as excellent English reading and comprehension skills. + MUST be able to work in a team, sharing thoughts, opinions, and suggestions, and not afraid to ask for help when needed. + Ability to work by oneself and be self-reliant using resources available to answer one's questions such as Google, CoPilot, etc. + Ability to listen and follow instructions. **Who we are:** At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson. Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com. **Job:** Infrastructure and Cloud Operations **Job Family:** TECHNOLOGY **Organization:** Virtual Learning **Schedule:** FULL\_TIME **Workplace Type:** Remote **Req ID:** 20361 \#LI-REMOTE