Advanced Specialist Technology Support

Role Overview Pearson is looking for an experienced Advanced Specialist in Technology Support to manage and govern the performance of its outsourced IT support operations. This role is central to ensuring seamless end-user support delivery, strict adherence to service-level agreements, and the continuous evolution of service management processes. The ideal candidate brings a metrics-driven mindset, deep knowledge of ITSM frameworks, and strong vendor management capabilities to drive operational excellence across global support functions. Key Responsibilities - Serve as the primary point of contact between Pearson and its outsourced technology support vendor, managing day-to-day operations and contractual compliance - Monitor vendor performance metrics, dashboards, and SLA reports, holding the provider accountable for service quality and remediation actions - Facilitate weekly operational reviews and monthly governance meetings with the vendor to ensure alignment with business objectives - Oversee incident intake, triage, and escalation workflows to ensure timely resolution of support requests - Coordinate with internal Tier 2 and Tier 3 IT teams to address issues that exceed vendor scope, ensuring smooth collaboration - Analyze trends in ticket volume, incident patterns, and service performance to identify systemic gaps and improvement opportunities - Conduct regular quality audits of tickets, customer interactions, and vendor communications - Drive and support implementation of ServiceNow Service Catalog automations to reduce manual effort and ticket volume - Produce performance dashboards, SLA compliance reports, and operational summaries for IT leadership - Track KPIs including first-call resolution, ticket backlog, response and resolution times, and customer satisfaction scores - Gather end-user and stakeholder feedback to continuously refine support operations and align with evolving business needs Required Qualifications - Minimum 5 years of experience in IT support, service desk management, or IT operations - Demonstrated experience managing or collaborating closely with outsourced IT service providers - Strong working knowledge of ITIL and ITSM frameworks including incident, request, problem, and knowledge management processes - Excellent analytical skills with the ability to interpret service metrics and performance data - Strong communication, stakeholder management, and vendor relationship skills - Proven track record in driving process improvements and achieving operational excellence - Willingness and ability to work US business hours - Preferred: ITIL Foundation certification or higher - Preferred: Hands-on experience with enterprise ticketing platforms such as ServiceNow or Remedy - Preferred: Familiarity with SLA and SLO design and continuous improvement methodologies Why Join Us Pearson is the world's leading lifelong learning company, committed to helping people realise their potential through education and knowledge. Joining Pearson means becoming part of a globally respected organisation that values diversity, innovation, and a culture of continuous learning.

- 5 or more years of experience in IT support, service desk management, or IT operations - Experience managing outsourced IT service providers - Strong knowledge of ITIL and ITSM frameworks - Proficiency in interpreting service metrics and performance dashboards - Experience with ServiceNow or similar enterprise ticketing platforms - Excellent vendor management and stakeholder communication skills - Ability to work US business hours from Chennai - ITIL Foundation certification preferred

- Opportunity to work with a globally recognised education and technology brand - Exposure to large-scale IT vendor governance and operations - Collaborative and inclusive work culture - Equal opportunity employer with structured career growth