You will lead Pearson Virtual Schools' Rapid Response Team-a technology team responsible for supporting operations and incident resolution for the PVS core software platforms. You will take a central role in the identification, escalation, and resolution of application issues that impact PVS customers and oversee operational support efforts that ensure application efficacy and stability.
You will manage a team of highly skilled software engineers, QA, and database engineers that focus on providing quick resolution to issues impacting customers. You will establish and nurture direct relationships with your engineering counterparts to ensure that maintainability and supportability are baked into our solutions from the start with the aim of preventing issues before they happen, and rapidly solving them when they do.
Responsibilities include, but are not limited to:
Provide leadership and oversight to the Rapid Response Team to ensure support standards are met
Process analysis, improvement and optimization.
Issue triage, escalation, and resolution.
Implementation and maintenance of proactive monitoring to identify and resolve issues before they impact customers.
Elimination of manual toil within the support team.
Partner directly with Incident Management, Product Management, Engineering, and Customer Support teams
Collaborate with engineering to develop innovative products, technologies and processes that continuously drive better outcomes for the learners, teachers and families that use our products.
Drive a continuous learning culture by being a positive leader, coach, role model, and mentor ensuring team members acquire necessary skills and performance attributes, in line with business and personal development needs.
Identify and solve problems creatively with minimal guidance.
Manage personnel activities of software engineering staff including hiring, training, and annual reviews
Provide oversight and guidance in the operational nuances that come with a department experiencing rapid growth.
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
Qualifications
Proven experience managing development teams of 8+ software engineers, database engineers, and / or support engineers.
Ability to communicate with developers and stakeholders.
Aptitude for mentoring and facilitating the change necessary to create self-organizing teams
Experience leading a culture change into an Agile and DevOps mindset
Capable of self-direction that aligns with corporate and department vision
Experience navigating large, complex projects, in a matrixed environment
Working knowledge of technologies and concepts of API Platforms and Microservice Architectures
Understanding of SQL Server database administration
The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $110-140K (depending on experience). This position is eligible to participate in an annual incentive program.
Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/
You will manage a team of highly skilled software engineers, QA, and database engineers that focus on providing quick resolution to issues impacting customers. You will establish and nurture direct relationships with your engineering counterparts to ensure that maintainability and supportability are baked into our solutions from the start with the aim of preventing issues before they happen, and rapidly solving them when they do.
Responsibilities include, but are not limited to:
Provide leadership and oversight to the Rapid Response Team to ensure support standards are met
Process analysis, improvement and optimization.
Issue triage, escalation, and resolution.
Implementation and maintenance of proactive monitoring to identify and resolve issues before they impact customers.
Elimination of manual toil within the support team.
Partner directly with Incident Management, Product Management, Engineering, and Customer Support teams
Collaborate with engineering to develop innovative products, technologies and processes that continuously drive better outcomes for the learners, teachers and families that use our products.
Drive a continuous learning culture by being a positive leader, coach, role model, and mentor ensuring team members acquire necessary skills and performance attributes, in line with business and personal development needs.
Identify and solve problems creatively with minimal guidance.
Manage personnel activities of software engineering staff including hiring, training, and annual reviews
Provide oversight and guidance in the operational nuances that come with a department experiencing rapid growth.
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
Qualifications
Proven experience managing development teams of 8+ software engineers, database engineers, and / or support engineers.
Ability to communicate with developers and stakeholders.
Aptitude for mentoring and facilitating the change necessary to create self-organizing teams
Experience leading a culture change into an Agile and DevOps mindset
Capable of self-direction that aligns with corporate and department vision
Experience navigating large, complex projects, in a matrixed environment
Working knowledge of technologies and concepts of API Platforms and Microservice Architectures
Understanding of SQL Server database administration
The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $110-140K (depending on experience). This position is eligible to participate in an annual incentive program.
Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/