<p><strong style="color: rgb(0, 48, 87);">Operations Engineer</strong></p><div> <div><span><strong><span><span style="color: rgb(0, 48, 87);">Overview:</span></span></strong></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">The Operations Engineer receives requests for problem escalation from product support staff, service alerts from monitoring systems, or reports from internal staff. The engineer determines the severity of issues (triage), prioritizes issues, performs diagnosis of system and software components to identify root cause, and takes or recommends corrective action for resolution.</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">Issue triage includes reproducing errors (product use, data issue, connectivity issue, and/or application malfunction), collecting detailed application and system information and, if necessary, escalating to database or application development staff. Diagnosis includes checking monitoring systems, basic network and application health assessment, operating system level checks, examining application, database and system log files, exercising various applications, and examining system configuration and database contents.</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">Corrective action includes the use of application tools to correct configuration and deployment problems, restarting of services, updating application databases, processing incomplete transactions, thoroughly documenting issues and their resolution, and creating systems/software change requests using Tracking and Workflow tools, email and other office productivity tools.</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">The Operations Engineer is highly comfortable working with diverse webbased applications, particularly course or learning management systems.The Operations Engineer communicates with product support staff and may occasionally communicate directly with sales staff and customers. The engineer will work with other Operations team members, systems and database administrators, software engineers/QA, technical product managers and vendors to clearly state problems, troubleshoot, diagnose and/or resolve complex technical issues. The engineer also works with product management teams to provide advice on critical enhancements for reliability of Pearson software and communicates details of product/platform releases to the Operations team.</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">This position requires participation in OnCall rotation</span></span></span></div> <div> </div> <div> </div> <div> </div> <div><strong><span><span><span style="color: rgb(0, 48, 87);">Responsibilities:</span></span></span></strong></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Working with diverse webbased applications and learning management systems in a production, mission critical environment diagnosing complex user, application and/or systems problems.</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Acquiring a deep understanding of Pearson platform applications at the operational level to become the subject matter expert for other departments including product management, engineering, product support and others.</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Responding to unplanned incidents and developing means to reduce downtime and minimize customer impact. This position requires participation in OnCall rotation.</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Working with various teams to prepare for supporting new and/or highly integrated products and platforms.</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Writing excellent documentation to enable other team members and to aid new hire training to easily learn and support our platforms.</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Monitoring the daily operations of the enterprise application environment by analyzing information and recommending short and long term resolutions to issues including the creation and maintenance of scripts and automation tools.</span></span></span></div> <div> </div> <div> </div> <div> </div> <div><strong><span><span><span style="color: rgb(0, 48, 87);">Primary Responsibilities </span></span></span></strong></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Working with diverse webbased applications and learning management systems in a production, mission critical environment diagnosing complex user, application and/or systems problems</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Acquiring a deep understanding of Pearson applications at the operational level to become the subject matter expert for other departments including product management, engineering, product support and others</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Responding to unplanned incidents and developing means to reduce downtime and minimize customer impact</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Providing application upgrade service and assistance to internal and external customers</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Providing server configuration and rebuild assistance to internal and external customers </span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Working with various teams to prepare for supporting new and/or highly integrated products and platforms</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Documenting and communicating issue resolutions and instructions in clear concise language for international customers and business partners</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● This position may require participation an OnCall rotation</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Participating in disaster recovery / business continuity planning</span></span></span></div> <div> </div> </div> <div> <h2> </h2> <div><span><span><strong>Qualifications</strong></span></span></div> <div><span><span><span style="color: rgb(0, 48, 87);">● 35 years experience, B.Sc in computer science or other similar kind of desclipine</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Experience in writing SQL queries and understanding of relational database concepts</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Strong knowledge of Windows server 2003, 2008 and 2012</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Strong knowledge IIS version 6 and up</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● SQL server 2005 and up</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Knowledge of Oracle Database Management</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Knowledge of asset management systems (Currently Kace)</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● MSI installer</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Previous experience supporting Webbased applications</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● RDP, VPN and FTP knowledge</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Previous experience with Salesforce</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Ability to document and communicate issue resolutions and instructions in clear concise </span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">language for international customers and business partners</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Ability to effectively multitask on a variety of daily work assignments in a challenging, </span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">fastpaced work environment</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Excellent business communication, organizational and time management skills</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Experience with documentation of complex issues, processes, and procedures</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Strong analytical and problemsolving skills with ability to think outside the box</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Ability to understand and clearly explain technical issues to both technical and non-</span></span></span></div> <div><span><span><span style="color: rgb(0, 48, 87);">technical audiences Strong team player with the ability to work independently</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Motivation to learn and share expertise of new skills and technologies</span></span></span></div> <div> </div> <div><span><span><span style="color: rgb(0, 48, 87);">● Ability to resolve support issues are in a timely and efficient manner</span></span></span></div> <div> </div> <div><span style="color: rgb(0, 48, 87);"><span><span>● Knowledge of various computer systems (tools, services, software, etc</span></span>.)</span></div> <div> </div> <div> </div> <div> </div> <div><strong><span><span><span style="color: rgb(0, 48, 87);">Please click the link to apply - </span>https://pearson.taleo.net/careersection/ex/jobdetail.ftl?job=1607198</span></span></strong></div> </div>