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Manager Application Management Service
Pearson
Bloomington, MN, United States
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Description
Pearson VUE (www.pearsonvue.com) is the global leader in electronic testing for regulatory and certification boards, providing a full suite of services from test development to test delivery to data management. Pearson VUE offers exams through the world's largest network of test centers in 175 countries, providing testing services for information technology, academic, government and professional clients.
Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses including Penguin and the Financial Times (FT). Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO). For more information, visit www.pearson.com.
The ATS Manager is responsible for ensuring the streamlined operation of the ATS Infrastructure group is in alignment with the business objectives of the organization.
The ATS Manager is a person who cares deeply about the technical side of operations and making sure that everything is running smoothly for our external web applications and internal processing systems. The ideal candidate will wear many hats and will work between operational and development teams and has a deep understanding of the inter relations between hardware and software systems. The individual will work closely with the Vice President of Information Technology on project prioritization, budgeting, and procurement for IT projects and systems.
Working closely with the Senior ATS Team Architects, the Director of IT and the decision makers in other departments, the ATS Manager works to identify, recommend, develop, implement and support cost effective technology solutions for all aspects of the Pearson VUE technical offering. This person will also define and implement IT policies, procedures, and best practices. The ATS Manager manages service delivery and system reliability and scalability. This person must be able to coordinate well between a variety of vendors and technical experts across the business. In this role, you will need to be an excellent communicator – you must have the ability to do deep dives into technical problems and also be able to describe the problems and solutions in non-technical language. You will take quality and system uptime very seriously and put the candidate and clients first.
PRIMARY RESPONSIBILITIES
• Manages and appropriately escalates system issues, risks, and changes associated with revenue generating systems.
• Assigns and monitors work of technical personnel, ensuring that application support is done the best possible manner and implements quality control throughout the process.
• Displays technical leadership and oversight of infrastructure implementation, system integrations, delivery and operations of technical solutions.
• Evaluates technical choices (hardware/infrastructure and technology/code related) by working with external vendors and internal teams to come up with the best possible solutions.
• Possesses excellent verbal and written communication skills and the ability to interact professionally with a deverse group of developers, product owners and SME’s.
• Identifies trending gaps or issues in day to day performance of revenue generating systems and components hosted by Pearson VUE and third party vendors by active monitoring, alert management and reporting.
• Maintains issue tracking and documentation (Knowledge Base) systems to provide proper tracking and visibility of system issues.
• Identifies technical and process improvement opportunities in support of the business systems.
• Possesses expert technical understanding of the intersection between operations and development (DevOps) monitoring and management tools and deployment processes and tools.
• Works to automate infrastructure to meet growing business needs.
• Possesses high level understanding in the areas of web application development, databases and system design.
Qualifications
REQUIRED KNOWLEDGE AND EXPERIENCE
• Bachelor’s degree in MIS, Computer Science, Business or equivalent degree is required
• 10+ years experience in technology- operations, software development, testing, systems, technical support, etc.
• 5+ years in IT or DevOps Management with increasing responsibilities
• Experience working in a high demand 24x7 environment
Skills, Knowledge and Abilities:
• Knowledge and educational support of technical leadership techniques for the purpose of project planning and execution with technical teams
• Knowledge of problem solving methodologies and techniques
• Knowledge of the software product life cycle and special knowledge of post-deployment practices to proactively manage the quality and reliability of deployed software as a part of this cycle
• Knowledge of industry standards relative to software and hardware quality and knowledge of the means to successfully apply such standards in a business environment
• Knowledge of quality control initiatives and process improvement methodologies
• Knowledge regarding preparation and delivery of presentations, written and verbal, in support of communicating information to colleagues, customers, and management resources
• Knowledge of DevOps principles around automation.
• Knowledge of Windows, SQL, Oracle, relational databases and n-tier Java enterprise systems preferred
• Knowledge of Human Resource Management techniques, team building, and problem-solving
• Project Management and planning skills
• Ability to create technical documentation
• Ability to supervise and motivate staff
• Ability to maintain a flexible schedule
• Knowledge of process improvement processes and tools
• Effective cross-functional efforts and multiple projects coordination skills
• Strong leading skills
• Ability to listen to and work well with groups outside of IT (Development, QA, and CM)
• Excellent written and verbal communication skills