Description
Service Delivery & Response - Incident Response Analyst
The Service Delivery & Response team is responsible for supporting delivery of our products successfully and responding to issues for our customers, fostering a culture of collaboration, blamelessness & responsiveness. The Incident Response Analyst plays a pivotal role in coordinating multi-functional teams, prioritizing issues & changes, identifying root causes, remediating customer-facing incidents while supporting post-incident reviews.
This role requires exceptional collaboration skills, attention to detail, strong focus on delivering outstanding customer experience. Candidates must demonstrate consistent quality decision-making skills, thrive in a global enterprise environment & have the ability to drive continuous improvement in processes & outcomes.

Responsibilities:
- Work in a 24x7x365 environment and participate in an on-call rotation, including holidays, nights, and weekends.
- Develop and maintain knowledge base articles, including triage escalation procedures.




- Initiate and manage incident response activities, including bridge calls, communications, and escalations.
- Ability to work at pace and in environments where sometimes not all the facts are known.
- Monitor and track all critical and non-critical incidents to resolution, ensuring issues are monitored, tracked, and driven to closure.
- Provide detailed, timely communication and updates about incidents to stakeholders, and being comfortable talking to a range of senior stakeholders and executives, and able to work at pace, and in an setting where not all facts are known.
- Track changes, collaborate with Problem and Change Management Teams, and communicate updates effectively.
- Facilitate information gathering from application teams, Level 2 support, engineering teams, and other stakeholders during outages and service degradations.
- Assess the impact and sensitivity of outages and respond accordingly.
- Provide real-time i

📌 Advanced Specialist, Customer Success (India)
🏢 Pearson
📍 India