Explore numerous human resources jobs that match your skills and career aspirations. Human resources positions involve managing employee relations, recruitment, training, and ensuring compliance with labor laws. These roles are available across various industries, offering opportunities for career advancement and professional development. Discover the latest openings for 4 Human Resources jobs in Sri Lanka
Assistant Manager - Customer Service & Logistics - Ceytea
Agarapathana, Central Province
Unilever
Posted 1 day ago
Job Viewed
Job Description
Join us as Assistant Manager Customer Service & Logistics - CeyteaFunction: Supply ChainReports to: Factory Manager - CeyteaScope: LocalLocation: Agarapathana - Ceytea FactoryTerms & Conditions: Full - TimeJOB PURPOSEUnilever is a place where you can bring your purpose to life with the work that you do - creating a better business and a better world. If you are someone who aspires to a career in Supply Chain, then this role is just for you. You'll be part of a team that believes in doing work that matters - for people and the planet.KEY RESPONSIBILITIESNPI - Local:(1) Buying products and services
+ At the right price
+ From the right source
+ At the right specification that meets users needs
+ In the right quantity
+ For delivery at the right time
+ To the right internal customer
(2) Manage the procurement process and the supply base efficiently and effectively.(a) Evaluation and selection of suppliers
+ All purchases should go through the approved procurement processes.
+ Engineering and other functional inputs are part of this process.
(b) Review of specifications
+ Review the requirements for the material or service being provided.
+ May be able to suggest alternative standardized materials that can save the organization money.
+ Periodic review of requisitions can allow greater leveraging of requirements.
(c ) Acting as the primary contact with supplier
+ Identification of new potential suppliers and develop relationships.
+ Improvement and development of non-competitive existing suppliers.
+ Assisting in any of the related issues by the supplier such as payment delays.
RM/PM (Excluding BMF):(1) Material Resource Planning - RM/PM including inventory control in line with DOH targets.(2) Coordinate with RM/PM stores and central buying team.(3) Identifying potential suppliers and obtaining quotations.(4) Monitor the PO creation and end to end process till RM/PM reach factory. Ensure there are no stock outs.LOGISTICS:(1) Analyse and decide on the best suitable logistics arrangement for the incoming orders.(2) Coordinate with transporters and suppliers to achieve the optimum delivery schedule considering the volumes against cost.(3) Delivering the goods meeting the targeted lead time.(4) End to end monitoring until goods reach factory.NPI-Foreign: - The total NPI imports managed end to end till the goods reach factory. Covers total procurement including negotiation (non-CapEx items), reviewing, buying, payments, logistics, clearance and transportation. Summary of the activities are given below:
+ Extracting and evaluation of the requirement for correct spec enabling the supplier to quote. (Eg: Detailed part numbers and machine details)
+ Identifying potential suppliers and obtaining quotations
+ Review and evaluation of quotations to add value in both technical and pricing data with the support of relevant technical teams. Include price negotiation.
+ Decide on the most suitable mode of logistics (Incoterm: CFR, CIF, CPT, FOB, EXW, etc.) and payment term (CAD, TT, LC, etc.)
+ PO approval through COUPA system. Ensure timely creation of PO in the systems without errors.
+ Ensure the PO is received to the supplier on time and start communications to initiate the order processing
+ Preparation of documentation for payment processing and obtaining relevant approvals.
+ Coordinating with the payments team and supplier for clarifications and additional data when payment processing
+ Follow up with the payments team until the payment is done.
+ Continuous follow up with the supplier for order status in meeting the delivery target.
+ Communicate the payment details to the supplier
+ Arranging clearance agents depending on the incoterm with the help of shipping team.
+ Monitor to ensure timely dispatch with all correct documents depending on the mode of dispatch.
+ - Obtaining relevant copies of dispatch documents from supplier in order to initiate the clearance process
+ Preparation of documents for registration for clearance with shipping team
+ Involve with the payments teams to arrange customs duty on priority basis in urgent conditions.
+ Coordinate with clearance agent in providing information on goods under clearance when required
+ Ensure the goods are safely cleared out from customs
+ Decide on truck arrangement for transporting. (size, weight, lifting, covered, urgency, route, safety., etc)
+ Coordinate with the transporter until the goods reach the factory premises.
+ Arranging safe unloading at the factory.
+ Ensure goods are delivered in right condition to the requester.
Vendor Management System - Responsible for onboarding, unblocking, and modifying vendor data in the vendor management system.
+ Obtain the necessary documents from the vendors.
+ Obtain the approvals to submit the request to the Velocity portal.
+ Follow up with the individuals or teams in the approval flow.
+ Ensure case completion within a reasonable period of time.
In addition, below responsibilities are also within the scope of role:(1) Responsible for entire warehousing operation at Agarapathana and Ingiriya.
+ Overseeing the receipt, storage, and distribution of goods (BMF and other RM and PM) to ensure accurate inventory levels.
+ Managing warehouse staff including trainings.
+ Ensuring the warehouse complies with safety regulations and maintaining a safe working environment.
+ Overseeing the maintenance and proper use of warehouse equipment such as pallet trucks.
+ Implementing and improving warehouse processes and systems to enhance efficiency and productivity.
+ Managing warehouse budgets and controlling costs to improve profitability.
+ Addressing any issues that arise in the warehouse operations, such as inventory discrepancies or shipment delays.
(2) Managing overseas customers to fulfil orders.- Primary duties include answering customer questions and resolving problems, coordinating with QA, manufacturing and shipping departments and monitoring progress.(3) Attending audits and providing information.- PSVs, PACE, SMETA etc.REQUIRED QUALIFICATIONS
+ Bachelors' Degree in Transport & Logistics Management, Business Management, Supply Chain Management or related discipline.
+ 2-3 Years of experience in Supply Chain, especially in Procurement.
+ Experience in FMCG industry would be an added advantage.
PREFERRED QUALIFICATIONS
+ Lean Six Sigma or TPM practitioner
+ ISO safety & FSM certifications
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bring ing their 'Whole Self' to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
Job Category: Supply Chain
Job Type: Full time
Industry:
+ At the right price
+ From the right source
+ At the right specification that meets users needs
+ In the right quantity
+ For delivery at the right time
+ To the right internal customer
(2) Manage the procurement process and the supply base efficiently and effectively.(a) Evaluation and selection of suppliers
+ All purchases should go through the approved procurement processes.
+ Engineering and other functional inputs are part of this process.
(b) Review of specifications
+ Review the requirements for the material or service being provided.
+ May be able to suggest alternative standardized materials that can save the organization money.
+ Periodic review of requisitions can allow greater leveraging of requirements.
(c ) Acting as the primary contact with supplier
+ Identification of new potential suppliers and develop relationships.
+ Improvement and development of non-competitive existing suppliers.
+ Assisting in any of the related issues by the supplier such as payment delays.
RM/PM (Excluding BMF):(1) Material Resource Planning - RM/PM including inventory control in line with DOH targets.(2) Coordinate with RM/PM stores and central buying team.(3) Identifying potential suppliers and obtaining quotations.(4) Monitor the PO creation and end to end process till RM/PM reach factory. Ensure there are no stock outs.LOGISTICS:(1) Analyse and decide on the best suitable logistics arrangement for the incoming orders.(2) Coordinate with transporters and suppliers to achieve the optimum delivery schedule considering the volumes against cost.(3) Delivering the goods meeting the targeted lead time.(4) End to end monitoring until goods reach factory.NPI-Foreign: - The total NPI imports managed end to end till the goods reach factory. Covers total procurement including negotiation (non-CapEx items), reviewing, buying, payments, logistics, clearance and transportation. Summary of the activities are given below:
+ Extracting and evaluation of the requirement for correct spec enabling the supplier to quote. (Eg: Detailed part numbers and machine details)
+ Identifying potential suppliers and obtaining quotations
+ Review and evaluation of quotations to add value in both technical and pricing data with the support of relevant technical teams. Include price negotiation.
+ Decide on the most suitable mode of logistics (Incoterm: CFR, CIF, CPT, FOB, EXW, etc.) and payment term (CAD, TT, LC, etc.)
+ PO approval through COUPA system. Ensure timely creation of PO in the systems without errors.
+ Ensure the PO is received to the supplier on time and start communications to initiate the order processing
+ Preparation of documentation for payment processing and obtaining relevant approvals.
+ Coordinating with the payments team and supplier for clarifications and additional data when payment processing
+ Follow up with the payments team until the payment is done.
+ Continuous follow up with the supplier for order status in meeting the delivery target.
+ Communicate the payment details to the supplier
+ Arranging clearance agents depending on the incoterm with the help of shipping team.
+ Monitor to ensure timely dispatch with all correct documents depending on the mode of dispatch.
+ - Obtaining relevant copies of dispatch documents from supplier in order to initiate the clearance process
+ Preparation of documents for registration for clearance with shipping team
+ Involve with the payments teams to arrange customs duty on priority basis in urgent conditions.
+ Coordinate with clearance agent in providing information on goods under clearance when required
+ Ensure the goods are safely cleared out from customs
+ Decide on truck arrangement for transporting. (size, weight, lifting, covered, urgency, route, safety., etc)
+ Coordinate with the transporter until the goods reach the factory premises.
+ Arranging safe unloading at the factory.
+ Ensure goods are delivered in right condition to the requester.
Vendor Management System - Responsible for onboarding, unblocking, and modifying vendor data in the vendor management system.
+ Obtain the necessary documents from the vendors.
+ Obtain the approvals to submit the request to the Velocity portal.
+ Follow up with the individuals or teams in the approval flow.
+ Ensure case completion within a reasonable period of time.
In addition, below responsibilities are also within the scope of role:(1) Responsible for entire warehousing operation at Agarapathana and Ingiriya.
+ Overseeing the receipt, storage, and distribution of goods (BMF and other RM and PM) to ensure accurate inventory levels.
+ Managing warehouse staff including trainings.
+ Ensuring the warehouse complies with safety regulations and maintaining a safe working environment.
+ Overseeing the maintenance and proper use of warehouse equipment such as pallet trucks.
+ Implementing and improving warehouse processes and systems to enhance efficiency and productivity.
+ Managing warehouse budgets and controlling costs to improve profitability.
+ Addressing any issues that arise in the warehouse operations, such as inventory discrepancies or shipment delays.
(2) Managing overseas customers to fulfil orders.- Primary duties include answering customer questions and resolving problems, coordinating with QA, manufacturing and shipping departments and monitoring progress.(3) Attending audits and providing information.- PSVs, PACE, SMETA etc.REQUIRED QUALIFICATIONS
+ Bachelors' Degree in Transport & Logistics Management, Business Management, Supply Chain Management or related discipline.
+ 2-3 Years of experience in Supply Chain, especially in Procurement.
+ Experience in FMCG industry would be an added advantage.
PREFERRED QUALIFICATIONS
+ Lean Six Sigma or TPM practitioner
+ ISO safety & FSM certifications
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bring ing their 'Whole Self' to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
Job Category: Supply Chain
Job Type: Full time
Industry:
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0
Customer Service Lead
Chevron Corporation
Posted 1 day ago
Job Viewed
Job Description
Total Number of Openings
1
Reporting to the Logistics Manager and based at our manufacturing plant in Sapugaskanda, this customer-facing role will respond to customer inquiries on products and services in consultation with technology, sales and manufacturing teams, coordinate with transport service providers on timely and efficient product deliveries to customers, effectively transact through the Enterprise Resource Planning (ERP) system and Extended Warehouse Management (EWM) system in addressing unfilled situations, reconcile inventory & manage customer credit while responding to customer complaints in proactive coordination with the relevant SMEs.
+ **Requirements :**
+ Excellent customer orientation and service attitude in serving a variety of internal and external stakeholders.
+ Strong cross functional coordination and bilingual communication skills.
+ Extensive experience working on ERP system (preferably SAP) and Warehouse Management systems.
+ Hands-on digital fluency working with web-based tools for reliable and real-time data support.
+ Proven leadership skills in handling unique situations and managing a customer service team.
+ A reputed qualification in Supply Chain Management/ Logistics/ Customer Service and/or 3-5 years prior experience in a similar capacity.
Chevron participates in E-Verify in certain locations as required by law.
Chevron Corporation is one of the world's leading integrated energy companies. Through its subsidiaries that conduct business worldwide, the company is involved in virtually every facet of the energy industry. Chevron explores for, produces and transports crude oil and natural gas; refines, markets and distributes transportation fuels and lubricants; manufactures and sells petrochemicals and additives; generates power; and develops and deploys technologies that enhance business value in every aspect of the company's operations. Chevron is based in Houston, Texas. More information about Chevron is available at .
Chevron is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation.
1
Reporting to the Logistics Manager and based at our manufacturing plant in Sapugaskanda, this customer-facing role will respond to customer inquiries on products and services in consultation with technology, sales and manufacturing teams, coordinate with transport service providers on timely and efficient product deliveries to customers, effectively transact through the Enterprise Resource Planning (ERP) system and Extended Warehouse Management (EWM) system in addressing unfilled situations, reconcile inventory & manage customer credit while responding to customer complaints in proactive coordination with the relevant SMEs.
+ **Requirements :**
+ Excellent customer orientation and service attitude in serving a variety of internal and external stakeholders.
+ Strong cross functional coordination and bilingual communication skills.
+ Extensive experience working on ERP system (preferably SAP) and Warehouse Management systems.
+ Hands-on digital fluency working with web-based tools for reliable and real-time data support.
+ Proven leadership skills in handling unique situations and managing a customer service team.
+ A reputed qualification in Supply Chain Management/ Logistics/ Customer Service and/or 3-5 years prior experience in a similar capacity.
Chevron participates in E-Verify in certain locations as required by law.
Chevron Corporation is one of the world's leading integrated energy companies. Through its subsidiaries that conduct business worldwide, the company is involved in virtually every facet of the energy industry. Chevron explores for, produces and transports crude oil and natural gas; refines, markets and distributes transportation fuels and lubricants; manufactures and sells petrochemicals and additives; generates power; and develops and deploys technologies that enhance business value in every aspect of the company's operations. Chevron is based in Houston, Texas. More information about Chevron is available at .
Chevron is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation.
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1
F&B Service Agent
Kosgoda, Southern Province
Marriott
Posted 7 days ago
Job Viewed
Job Description
**Additional Information**
**Job Number** 25137087
**Job Category** Food and Beverage & Culinary
**Location** Sheraton Kosgoda Turtle Beach Resort, 1 Okanda Road, Kosgoda, Sri Lanka, Sri Lanka, 80570VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Non-Management
**POSITION SUMMARY**
Serve food courses and alcoholic beverages to guests. Set tables according to type of event and service standards. Answer questions on menu selections. Communicate with the kitchen regarding menu questions, the length of wait, re-cook orders, and product availability. Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Record transaction in MICROS system at time of order. Check in with guests to ensure satisfaction with each food course and/or beverages. Maintain cleanliness of work areas, china, glass, etc., throughout the day. Complete closing duties, including restocking items, turning off lights, etc. Present physical and accurate check to guest and process payment.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and objects weighing in excess of 50 pounds with assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.
**Job Number** 25137087
**Job Category** Food and Beverage & Culinary
**Location** Sheraton Kosgoda Turtle Beach Resort, 1 Okanda Road, Kosgoda, Sri Lanka, Sri Lanka, 80570VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Non-Management
**POSITION SUMMARY**
Serve food courses and alcoholic beverages to guests. Set tables according to type of event and service standards. Answer questions on menu selections. Communicate with the kitchen regarding menu questions, the length of wait, re-cook orders, and product availability. Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. Record transaction in MICROS system at time of order. Check in with guests to ensure satisfaction with each food course and/or beverages. Maintain cleanliness of work areas, china, glass, etc., throughout the day. Complete closing duties, including restocking items, turning off lights, etc. Present physical and accurate check to guest and process payment.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g., small print). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and objects weighing in excess of 50 pounds with assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.
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2
Service Management & Operations
Pearson
Posted 10 days ago
Job Viewed
Job Description
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 Sr. 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.
+ Must be available to work 8 AM to 5 PM ET US hours with shift differential.
**Required Skills, Experience, and Competencies**
+ Bachelor's degree in computer science, information technology, or related field.
+ Must have 2 years of 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.
+ Maintain effective relationships within your own Business Division or Corporate Function.
+ Experience using ADO or JIRA is preferred.
+ Must have excellent written English and verbal communication skills, as well as excellent English reading and comprehension skills.
+ MUST be able to work in a team, sharing thoughts, opinions, and suggestions, and not afraid to ask for help when needed.
+ Ability to work by oneself and be self-reliant using resources available to answer one's questions such as Google, CoPilot, etc.
+ Ability to listen and follow instructions.
**Who we are:**
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
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
**Job:** Infrastructure and Cloud Operations
**Job Family:** TECHNOLOGY
**Organization:** Virtual Learning
**Schedule:** FULL_TIME
**Workplace Type:** Remote
**Req ID:** 20361
#LI-REMOTE
**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 Sr. 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.
+ Must be available to work 8 AM to 5 PM ET US hours with shift differential.
**Required Skills, Experience, and Competencies**
+ Bachelor's degree in computer science, information technology, or related field.
+ Must have 2 years of 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.
+ Maintain effective relationships within your own Business Division or Corporate Function.
+ Experience using ADO or JIRA is preferred.
+ Must have excellent written English and verbal communication skills, as well as excellent English reading and comprehension skills.
+ MUST be able to work in a team, sharing thoughts, opinions, and suggestions, and not afraid to ask for help when needed.
+ Ability to work by oneself and be self-reliant using resources available to answer one's questions such as Google, CoPilot, etc.
+ Ability to listen and follow instructions.
**Who we are:**
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
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
**Job:** Infrastructure and Cloud Operations
**Job Family:** TECHNOLOGY
**Organization:** Virtual Learning
**Schedule:** FULL_TIME
**Workplace Type:** Remote
**Req ID:** 20361
#LI-REMOTE
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