Manager Incident and Request Management


Manager Incident and Request Management


  • Responsible as the Process Owner (Incident and Request Management) who ensures smooth delivery of BAU operation, process optimization and continual service improvements
  • Manages Incident Managers, Problem Analysts, Change Enablement and Release analysts, Data Operations Engineers and Service level Analyst
  • Coaches and mentors, the team for their career growth. Drives a culture of continuous learning
  • Maintains a healthy technical skill matrix of the team with skills required for short term and long-term operations
  • Responsible for Vendor Management as related to Incident and Request Management process
  • Performs the role of the Incident Commander of Major Incidents of Pearson Virtual Schools environment to clear impediments and ensure earliest resolution of the incident
  • Performs as an Internal liaison with written and verbal with senior executives on a frequent basis
  • Owns the knowledge repositories used by the team containing work instructions and desk procedures for problem determination, resolution, and routing
  • Ensures the process is understood and being followed by the team and stakeholders


  • Two years of management experience in a similar capacity
  • Excellent knowledge of ITIL v3 and/or ITIL 4. ITIL foundations (or higher) certified preferred
  • BSc Degree in Computer Science or equivalent is required, A Master’s degree in a related field is preferred
  • Knowledge of Agile development methods. Familiarity/Certified with the Scaled Agile Framework methodology preferred
  • Managing and measuring work with empirical metrics
  • Familiar with Devops, experience working in a Continuous Integration, Continuous Delivery and Continuous Deployment environment is preferred
  • Proven track record of ability to work well across teams, to get things done without the need for continuous/regular intervention of leaders; able to exercise personal influence, resolve conflict, and bring about required behaviors
  • Acute understanding of managing up within the organization keeping leaders and stakeholders apprised of the status of delivery items through clear and timely communications
  • Understand drivers of customer satisfaction and strive to improve customer experiences related to releases and changes

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