Incident Management Lead –

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-stakes exams 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.

Learn more about Pearson VUE and our parent company Pearson, the world’s leading learning company, at

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

  • Drives triage activities for major incidents working across multiple application and infrastructure teams

  • 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 diverse colleagues, 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

Please complete and submit your application as soon as possible and ensure that you apply directly on our Pearson Careers website only. Wishing you success with your application!


Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist?company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here:? http://careers/diversity-and-inclusion.html

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.


Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 8888

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