Senior ITIL Change/Problem Manager

Experian Consumer Services Careers That Define Whats the Next Big (Data) Thing for Consumers

As the Senior ITIL Change/Problem Manager you will be the subject matter expert for our growing engineering teams in India. In this role you will facilitate and maintain the ITIL Change Management program for India as well as administer the Problem Management function. Our ITIL Change Management and Problem Management processes are world class and have driven higher levels of service delivery across our Experian Consumer Services division for the past 3 years. The primary responsibility of this role will be Change Management with the secondary responsibility being Problem Management (root cause analysis investigations). This role requires advanced tactical planning and coordination along with a strategic outlook leadership.

• Learn and become the subject matter expert for the ECS IT Service Management processes: Change and Problem Management
• Become fluent in the Change Management process and supporting documentation and tools
• Facilitate the Change Management program for the growing India engineering teams including: reviewing and prioritizing change requests facilitating CAB meetings planning and coordinating change activities maintaining the release calendar approving change requests appropriately and monitoring and reporting on Change Management
• Be able to effectively identify and manage risk to production environments associated with all Change Management activities
• Be able to evaluate and make recommendations on improving the Change Management process
• Mentor and guide team engineering teams on Change & Problem Management
• Be able to navigate and manage conflict with people process and technology
• Create and enforce policies standards and supporting documentation
• Apply best practices in Service Management
• Serve as the Problem Manager to drive these Problem Management activities: problem identification root cause analysis (RCA) postmortems Continual Service Improvement (CSI) corrective actions and Problem Management reporting
• Develop strong metrics and KPIs and how to display them
• Ensures documentation is accurate and uptodate
• Ensures that the Service Levels are respected
• Demonstrates capabilities and follows through with risk mitigation and open/pending tasks until they are fully completed
• Be the ITSM/ITIL Champion for the India based teams
• Demonstrated success of administering Change Management and risk mitigation
• Experience with common ITSM tools including: JIRA Service Now and Confluence
• Strong understanding of ITIL Problem Management
• Excellent to manage complex IT technical investigations
• Can demonstrate experience in improving customer satisfaction
• ITIL v3/4 Foundations certified prefer intermediate or advanced ITIL certifications
• You will report to Engineering Director

Qualifications :

• Bachelors Degree in Computer Science or related field (or equivalent job experience)
• Overall 9 years of experience in which you shall have atleast 5 years of experience in ITIL Change Manager in a large matrixed organization
• Demonstrated success of administering Change Management and risk mitigation
• Experience with common ITSM tools including: JIRA Service Now and Confluence
• Strong understanding of ITIL Problem Management

Additional Information :

Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward & recognition volunteering... the list goes on. Experians people first approach is awardwinning; Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work in 24 countries and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. 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.

Benefits

Experian care for employees work life balance health safety and wellbeing.

1) In support of this endeavor we offer the best family wellbeing benefits

2) Enhanced medical benefits and paid time off.

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Remote Work :

No

Employment Type :

Fulltime