Problem Manager
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 tool
- Warrant 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 Experians clients are carried out promptly
- Conduct Post Incident Reviews for major incidents with major incident managers
- Produce timely updates to Major Incident Reports allowing client-facing teams the information required to communicate progress against root cause
- Chase 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
Qualifications :
What you will bring:
- 3 years of experience on service operations and customer-facing roles with Incident or Problem Management experience
- Fluent English
- ITIL Intermediate - Service Operations qualification
- Management Report writing skills
- Data analysis skills focusing across all incident and problem priorities
- Ability to facilitate cross team activities and guide restoration of service and problem resolution
- Understand impact on Service Level Agreements
Additional Information :
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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Remote Work :
No
Employment Type :
Full-time
Key Skills
- Restaurant Experience
- Customer Service
- Employee Evaluation
- Management Experience
- Math
- Employment & Labor Law
- Sanitation
- Leadership Experience
- P&L Management
- Mentoring
- Supervising Experience
- Restaurant Management
About Company
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, ... View more
