Experian Incident & Problem Manager in Bulgaria

Description

We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft.

In 2017, for the fourth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”

We employ approximately 17,000 people in 37 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.

The Incident & Problem Manager must be a committed, pro-active and self-motivated individual with a strong operations management background, highly organised approach, and experience of delivering results within agreed targets.

Responsibilities:

Value Focused

  • Proactive and effective management of the incident and problem lifecycle, ensuring minimal business impact and initiating escalation procedures as appropriate

  • Create action plans for driving incident resolution

  • Understand and appreciate the impact of incidents on SLA targets, allowing prioritisation and direction

  • Uses fact-based analyses to input into root-cause and help articulate the value of proposed solutions

  • Understand and appreciate the business and/or technical impact of outstanding problems

  • Creation of known error records that document root causes and workarounds

Agility

  • Regular updates given to key stakeholders on progress/status of incident

  • Ensure all incidents are resolved within agreed timeframes, where this is not possible understanding and documenting reasons

  • Manage action plans, driving problem resolutions in a timely fashion

  • Creation of management reports, in line with agreed targets

  • Use various techniques to facilitate permanent solutions

Collaboration

  • Promotes communication among CSDA/Business Divisions/Client team members and encourages dialogue that addresses key issues

  • Work with teams to quickly restore service, yet extracting and recording the necessary detail within logs

  • Makes management aware of items which may adversely impact our business, for example, critical incidents, progress and obstacles, potential and actual escalations.

  • Ensure Line-Manager is informed of high impacting problems, progress, obstacles, potential and actual escalations

  • Work with teams to identify failures, ability to influence and extract critical information to help understand root causes.

Continuously Improve

  • Work closely with teams to share knowledge and identify opportunities for improvements

  • Encourage knowledge sharing within team, promoting Incident& Problem Management best practise

Transparency

  • Reporting of incidents & problem records must be transparent, where errors have been made, record as lessons learnt

  • Undertake management of all Incidents in accordance with EMEA CSDA Incident & Problem Management guidelines

  • Severity levels are set against Incidents & problems in accordance with Client Service Levels and internal communications reflect these accurately

Knowledge, Experience & Qualifications

Job requirements and qualifications (Skills, knowledge, experience & education)

Essential:

• Background in service operations and customer facing roles, with Incident or Problem Management experience

• Resilient with ability to facilitate cross team activities and drive restoration of service and problem resolution

• Ability to understand impact on Service Level Agreements

• Ability drive the identification of workarounds and permanent solutions

• Exceptional communication and planning skills

• Management Report writing skills

• Attention to detail with good data analysis skills, focusing across all incident & problem priorities

Desirable:

• Experience of working across multiple countries and cultures

• Educated to degree level or similar

• ITIL v3 Intermediate - Service Operations qualification

• Experience of working in various operational roles

Required Competencies

• Team work

• Communicating with Impact

• Integrity and Trust

• Delivering results

• Business minded

We offer:

• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & books

• Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time

• Social benefit package - life insurance, food vouchers, additional health insurance, corporate discounts, Multisport card, and a Share options scheme

• Work-life balance - 25 days paid vacation and 3 additional paid days for participation in Social responsibility events

Description

We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft.

In 2017, for the fourth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”

We employ approximately 17,000 people in 37 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.

The Incident & Problem Manager must be a committed, pro-active and self-motivated individual with a strong operations management background, highly organised approach, and experience of delivering results within agreed targets.

Responsibilities:

Value Focused

  • Proactive and effective management of the incident and problem lifecycle, ensuring minimal business impact and initiating escalation procedures as appropriate

  • Create action plans for driving incident resolution

  • Understand and appreciate the impact of incidents on SLA targets, allowing prioritisation and direction

  • Uses fact-based analyses to input into root-cause and help articulate the value of proposed solutions

  • Understand and appreciate the business and/or technical impact of outstanding problems

  • Creation of known error records that document root causes and workarounds

Agility

  • Regular updates given to key stakeholders on progress/status of incident

  • Ensure all incidents are resolved within agreed timeframes, where this is not possible understanding and documenting reasons

  • Manage action plans, driving problem resolutions in a timely fashion

  • Creation of management reports, in line with agreed targets

  • Use various techniques to facilitate permanent solutions

Collaboration

  • Promotes communication among CSDA/Business Divisions/Client team members and encourages dialogue that addresses key issues

  • Work with teams to quickly restore service, yet extracting and recording the necessary detail within logs

  • Makes management aware of items which may adversely impact our business, for example, critical incidents, progress and obstacles, potential and actual escalations.

  • Ensure Line-Manager is informed of high impacting problems, progress, obstacles, potential and actual escalations

  • Work with teams to identify failures, ability to influence and extract critical information to help understand root causes.

Continuously Improve

  • Work closely with teams to share knowledge and identify opportunities for improvements

  • Encourage knowledge sharing within team, promoting Incident& Problem Management best practise

Transparency

  • Reporting of incidents & problem records must be transparent, where errors have been made, record as lessons learnt

  • Undertake management of all Incidents in accordance with EMEA CSDA Incident & Problem Management guidelines

  • Severity levels are set against Incidents & problems in accordance with Client Service Levels and internal communications reflect these accurately

Knowledge, Experience & Qualifications

Job requirements and qualifications (Skills, knowledge, experience & education)

Essential:

• Background in service operations and customer facing roles, with Incident or Problem Management experience

• Resilient with ability to facilitate cross team activities and drive restoration of service and problem resolution

• Ability to understand impact on Service Level Agreements

• Ability drive the identification of workarounds and permanent solutions

• Exceptional communication and planning skills

• Management Report writing skills

• Attention to detail with good data analysis skills, focusing across all incident & problem priorities

Desirable:

• Experience of working across multiple countries and cultures

• Educated to degree level or similar

• ITIL v3 Intermediate - Service Operations qualification

• Experience of working in various operational roles

Required Competencies

• Team work

• Communicating with Impact

• Integrity and Trust

• Delivering results

• Business minded

We offer:

• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & books

• Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time

• Social benefit package - life insurance, food vouchers, additional health insurance, corporate discounts, Multisport card, and a Share options scheme

• Work-life balance - 25 days paid vacation and 3 additional paid days for participation in Social responsibility events

Experian is an Equal Opportunity Employer