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 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.

Required Skills, Experience, and Competencies

• Bachelor's degree in computer science, information technology, or related field.

• Must have 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.

• Maintains effective relationships within own Business Division or Corporate Function.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also 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 building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: TECHNOLOGY

Organization: Virtual Learning

Schedule: FULL_TIME

Workplace Type: Hybrid

Req ID: 15795

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