Advanced Specialist, Technology Support at Pearson PlcWestminster

Chennai, tamil nadu, India -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

0.0

Posted On

27 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Vendor Oversight, Governance, Performance Management, ITSM, Vendor Management, SLA Adherence, Incident Management, Problem Management, Knowledge Management, ServiceNow, Process Improvement, Data Analysis, Reporting, Customer Satisfaction, ITIL, Quality Assurance

Industry

education

Description

Job title: Advanced Specialist, Technology Support The Technology Support Specialist is responsible for providing operational oversight, governance, and performance management for the organization’s outsourced Technology support provider. This role ensures high-quality end-user support, adherence to service-level agreements (SLAs), continuous improvement across service delivery processes, aligning proper operational flows between groups, and ticket reduction activities. The ideal candidate is a detail-oriented, metrics-driven professional with a strong understanding of IT service management (ITSM), vendor management, and customer experience. -------------------------------------------------------------------------------- Key Responsibilities Vendor Oversight & Governance * Serve as the primary liaison between the organization and the outsourced technology support provider. * Monitor daily operations of the vendor-run technology support group to ensure alignment with contractual obligations and SLAs. * Review and validate vendor performance metrics, dashboards, and reports; hold the vendor accountable for service quality and remediation activities. * Facilitate regular operational and governance meetings with the vendor, including weekly operations reviews and monthly performance evaluations. * Ensure compliance with ITIL-based processes, including incident, request, problem, and knowledge management. Operational Management * Oversee the intake, triage, and escalation workflows to ensure timely and effective resolution of incidents and service requests. * Coordinate with internal IT teams to resolve issues that require Tier 2/Tier 3 support, ensuring seamless collaboration with the vendor. * Analyze trends in incident volume, ticket quality, and service performance to identify systemic issues and areas for improvement. * Maintain the accuracy and completeness of the knowledge base used by the vendor and internal IT staff. * Ensure that the support teams maintain a high level of customer satisfaction and professional communication. Continuous Improvement & Quality Assurance * Develop and refine technology support processes, KPIs, and standards to optimize service delivery. * Conduct periodic quality audits of tickets, communication, and customer interactions. * Recommend and implement improvements to tools, workflows, training, and documentation. * Drive and participate in the implementation of ServiceNow Service Catalog automations Customer Experience & Stakeholder Communication * Act as an escalation point for business units regarding support teams performance or unresolved issues. * Communicate operational updates, trends, and project impacts to stakeholders. * Gather feedback from end-users and stakeholders to ensure the support teams continually evolves to meet business needs. Reporting & Analytics * Produce regular performance dashboards, SLA reports, and operational summaries for leadership. * Track KPIs such as first-call resolution, ticket backlog, response/resolve times, and customer satisfaction scores. * Present findings and recommendations to IT leadership and governance committees. Other responsibilities as assigned. -------------------------------------------------------------------------------- Qualifications Required * 5+ years of IT support, service desk management, or IT operations experience. * Experience managing or working closely with outsourced IT service providers. * Strong knowledge of ITIL/ITSM frameworks and associated processes. * Excellent analytical abilities with experience interpreting service metrics and performance data. * Strong communication and vendor management skills. * Proven ability to drive process improvements and operational excellence. * Need to work on US hours Preferred * ITIL Foundation certification (or higher). * Experience with enterprise ticketing platforms such as ServiceNow (preferred), Remedy, etc. * Experience in a mid-to-large corporate environment with structured vendor relationships. * Familiarity with SLA/SLO design and continuous improvement methodologies. -------------------------------------------------------------------------------- Core Competencies * Vendor & Relationship Management * Operational Discipline * Analytical Thinking & Problem Solving * Process Optimization * Customer-Centric Mindset * Clear & Effective Communication * Collaboration Across Teams

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Responsibilities

This role involves providing operational oversight, governance, and performance management for the outsourced technology support provider, ensuring high-quality end-user support and adherence to service-level agreements. Key duties include monitoring vendor operations, reviewing performance metrics, driving continuous improvement in service delivery processes, and managing escalations.