Job Description

Job Title: Cloud Service Engineer III
MAC Operations Engineer – Digital Workplace Services

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

The ideal candidate will demonstrate a high level of energy and possess a comprehensive understanding of operational delivery. This includes effective collaboration with service desk teams, engineering staff, and leaders in global incident, problem, and change management.

Key Responsibilities:

• Provide expert-level (L3) support for macOS-related incidents and service requests escalated from L1/L2 teams.
• Troubleshoot complex macOS issues related to:
  • OS stability, performance, and upgrades
  • Device enrollment and compliance
  • Security controls and endpoint protection
  • Application compatibility and failures
• Act as technical owner for high-impact and executive MAC incidents, driving resolution to closure.
• Manage and support MAC devices using enterprise endpoint tools such as: MDM platforms (e.g., Jamf / Intune for macOS – as applicable in operations scope),Apple Business Manager (ABM)
• Oversee device provisioning, re-provisioning, and comprehensive lifecycle management, including operating system upgrades, patch deployment, and security updates.
• Ensure adherence to security baselines, compliance policies, and device standards.
• Participating in Major Incident (P1/P2) calls as MAC SME and drive root cause analysis
• Lead or contribute to Problem Management, including Root Cause Analysis (RCA), Permanent fix recommendations, Preventive actions
• Review and implement MAC-related changes following Change Management processes.
• Create and maintain Technical documentation and SOP’s
• Monitor operational alerts and respond proactively to potential MAC service disruptions.

Required Skills & Experience:

Over five years of experience serving as a MAC Operations Engineer

Extensive expertise supporting macOS within enterprise environments

Proficient in advanced troubleshooting involving: macOS internals, log analysis, system utilities, application deployment and resolution of application failures, as well as network and VPN-related MAC issues

Experienced with:

• MDM platforms (Jamf, Intune for macOS, or comparable solutions)
• Apple Business Manager
• Endpoint security and compliance tools
• Scripting skills (Bash, Shell; additional proficiency in PowerShell is advantageous)

Comprehensive understanding of ITIL processes including Incident, Problem, and Change management

What do you need to bring to the role?

• An analytical mind and an eye for ongoing improvement - including experience building and implementing processes where improvements were needed from the ground up.
• Good working knowledge of operations best practices and processes - incident, change, problem, release
• Previous engagements with large program teams, service transition and acceptance
• Time zone flexibility and experience of working in a globally distributed organization

Note: This role involves a 24/7 rotating shift schedule, including on-call support.