About this role
What you will do:
As part of the wider ITSM Problem Management team you will ensure the effective engagement on Problem investigations to guarantee lessons are learnt following major service affecting incidents. You will report into the Head of Service Demand Portfolio Management.
Ensure that all problem records are logged and updated on time within the Service Management ticket toolWarrant that appropriate technical decisions are made, and actions taken, to help resolve Problem investigations quickly.Guarantee technical investigations and resolution of high severity, service impacting problem records affecting Experian's clients are carried out promptlyConduct Post Incident Reviews for major incidents with major incident managersProduce timely updates to Major Incident Reports, allowing client-facing teams the information required to communicate progress against root causeChase and escalate problem investigation actions.Ensure that RCA summary reports are sent promptly and at agreed intervals.Work with partners in the business to understand the impact of incidents through the problem management process on our clients and Experian and verify that these are communicated.Adhere to all regulatory requirements within role responsibility and escalate issues quickly What you will bring:
3+ years of experience on service operations and customer-facing roles, with Incident or Problem Management experienceFluent EnglishITIL Intermediate - Service Operations qualificationManagement Report writing skillsData analysis skills, focusing across all incident and problem prioritiesAbility to facilitate cross team activities and guide restoration of service and problem resolutionUnderstand impact on Service Level Agreements What you will get:
Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.Social benefits package including life insurance, food vouchers, additional health insurance for you and a family member, monthly flex allowance including internet bill coverage, sick leave allowance, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many more!Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in social responsibility events.Opportunity for flexible working hours and home office.Personal Development - career pathways for professional growth supported by learning and development programmes and unlimited access to online educational training courses, learning materials and books.Experian is an Equal opportunity employer. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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This is a hybrid remote/in-office role.
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