Sr Operations Engineer (multiple locations)

${12805} Boston Posted Date: 11/3/2011 Position Type : Regular Full Time Category: Information Technology About this Job: Overview: Pearson has one defining goal: to help people progress in their lives through learning. We champion innovation and we invest in models for education that deliver on our promise for effective, accessible, and personal learning from early literacy, college and career readiness to professional education, through data informed instruction and inventive applications for mobile and digital learning. Pearson, the world's leading learning company, has global reach and market leading businesses in education, business, and consumer publishing and is listed on the London and New York stock exchanges (UK: PSON; NYSE: PSO). For more information, visit w.pearson.com. Pearson is an Equal Opportunity Employer M/F/V/D, and a member of E Verify. Responsibilities: Pearson Learning Technologies Group (LTG) develops and operates web based learning and content delivery systems for higher education and curriculum use. Over seven million customers use LTG systems to enhance their learning experiences. LTG is hiring a Sr. Operations Engineer to improve the quality of service delivered by LTG platforms. The Sr. Operations Engineer will join a team of Operations professionals responsible for the support of our production platforms. This team helps to ensure 24/7/365 delivery of our hosted application products to its customers. The Sr. 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. 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. 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. The Sr. Operations Engineer is highly comfortable working with diverse web based applications, particularly course or learning management systems. The Sr. 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 LTG software and communicates details of product/platform releases to the Operations team. This position requires participation in On Call rotation SCOPE AND IMPACT OF JOB: The Sr