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Form of work
Experian is the world’s leading global information services company. During life’s big moments — from buying a home or a car to sending a child to college to growing a business by connecting with new customers — we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.
We have 17,800 people operating across 44 countries, and every day we’re investing in new technologies, talented people and innovation to help all our clients maximize every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.
Learn more at www.experianplc.com or visit our global content hub at our global news blog for the latest news and insights from the Group
Experian is the world’s leading global information services company. During life’s big moments — from buying a home or a car to sending a child to college to growing a business by connecting with new customers — we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.
We have 17,800 people operating across 44 countries, and every day we’re investing in new technologies, talented people and innovation to help all our clients maximize every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.
Learn more at www.experianplc.com or visit our global content hub at our global news blog for the latest news and insights from the Group
Job Description
The Lead Incident Manager will provide day-to-day guidance and leadership of our Incident Management team. As a key individual of our Service Management team, you will align and implement the best practices using learned ITIL standards. You will collaborate with internal and external partners to assure and drive incidents to closure as quickly as possible. Additionally, you will partner with the Problem Management team to help complete problem records and corrective actions, improving the quality of our systems. The ideal candidate will be a true “Solution Consultant”, challenging the status quo, providing new and innovative ways to solve complex business problems. This position will require on-call duties.
Experian Consumer Services provides credit education and identity protection solutions to consumers and helps businesses manage the impact of a data breach. This group is divided into two divisions; the Direct-to-Consumer team provides these solutions directly to consumers while the Partner Solutions team empowers companies to provide these solutions to their consumers.
Whether it is directly through our websites or via one of our partners, over consumers now have access to valuable credit education and identity protection solutions that help them protect their personal information. We are also the leader in Global Data Breach services, helping businesses for over 15 years.
What you’ll be doing
Personally manage major incidents and act as an escalation point to ensure timely resolution of within expectations and SLAs.
Host and manage appropriate Major Incident technical and management calls to facilitate the restoration.
Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle.
Work on various shifts which will cover a ‘follow the sun’ support model across Global centers.
Act as ‘One Voice’ of Technology during Major Incidents providing accurate, concise information and where needed, handling conversations at the senior stakeholder level.
Where necessary create exec summaries of major incidents and present to senior stakeholders (CIO and COO level)
Effectively manage 3rd party, suppliers, and vendors ensuring the support and commitment is carried out for major incidents and where needed, escalate to senior management.
Conduct Post Incident Reviews by ensuring the right level of attendance by key team members and having a clear disciplined model that is followed.
Ensure that all IT teams (internal and external) follow the incident management process for every incident.
Develop and maintain relationships with senior stakeholders across Technology and the Business to instill confidence and trust in managing critical situations.
Lead and drive Hyper Care models where needed so that we offer the best service to our customers following the launch and delivery of new products and features.
Produce high-quality incident reports that have a clear meaningful view of the event along with the business impact, next steps, and improvements.
Produce weekly, monthly and ad-hoc reports where required and tailor them to the relevant audience.
Attend monthly service reviews with customers, vendors, suppliers, and 3rd parties contributing to the review of incidents, service levels and improvements.
Qualifications
Bachelor’s degree or equivalent experienceMinimum of 5 years functioning in an Incident Manager role
Deep understanding of ITIL Incident Management Process and Procedures
Experience with a global footprint in multiple countries
Excellent written and verbal communication skills
Problem analysis and resolution
ITIL Certification preferred
Experience with other ITSM tools such as Jira, Confluence, and Service Now.
Strong analytical and problem-solving skills
Additional Information
Experian Careers - Creating a better tomorrow together
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