Problem Manager
Company 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 2020, for the sixth 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 44 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.

At Experian, we are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process.

Job Description

As part of the wider ITSM Problem Management team you will take responsibility for ensuring the effective engagement on Problem investigations in order to ensure lessons are learnt following major service impacting incidents:
· Manage Problem Records through to resolution, including root cause analysis.
· Ensure that problem records are well documented and effectively tracked
· Ensure that problem actions are well documented in order to ensure that root cause investigations can be carried out
· Working with wider IT service teams to coordinate the effective management of problem records, by ensuring appropriate and timely updates against the progress of Problem records
· Building relationships with the multiple technological and application teams and leveraging these relationships as an escalation point for the team in managing problem investigations
· Ensuring that escalation and communication to Experian management is conducted in a timely and appropriate manner
· Working with the Head of Problem Management to support the creation of problem management working practices and processes as required
· Supporting the reporting of problem management activities


· Ensure that all problem records are logged and updated in a timely matter within the Service Management ticket tool to provide a single source of the truth against Problem investigations
· Ensure that appropriate technical decisions are made, and actions taken, to support the resolution of Problem investigations effectively and quickly.
· Ensure technical investigations and resolution of high severity, service impacting problem records affecting Experian’s clients are carried out in a timely manner
· Conduct Post Incident Reviews for major incidents with major incident managers, ensuring that agreed actions are captured and distributed effectively
· Produce timely updates to Major Incident Reports, allowing client facing teams the information required to communicate progress against root cause
· Define RCA, Mitigation and Remediation actions to ensure Problems are appropriately mitigated
· Chasing and escalating problem investigation actions as required.
· Ensure that communications are sent promptly and at agreed intervals, to provide internal and external stakeholders with the necessary information to ensure a full understanding of the impact and status of the investigations.
· Work in unison with the Incident Management process to ensure that the post incidents are effectively transitioned into problem management.
· Sharing Problem Management best practice standards with other support teams across Experian’s organisation

Relationship Management
· Build relationships with teams both within the technical support environment and across the wider business to establish effective working relationship to help support progress against Problem investigations
· Work with partners in the business to understand the impact of incidents through the problem management process on our clients and Experian and ensure that these are clearly communicated.
· Help to communicate the relevant problem management processes to educate staff outside of the team on the process
· Help to understand other related processes used across the business which could influence the problem management process.

Performance Management
· Understand and participate in the Experian objective and development program, which consists of stretching personal objectives, agreeing a personal development plan, and participating in regular feedback sessions
· Comply with the organizational Training and Competency policy, completing required training in a timely manner

· Actively contribute to a culture that achieves the business goals, delights customers and keeps consumer advocacy at the heart of everything we do
· Ensure that good client / consumer outcomes are at the centre of all operational activity and decision making
· Deliver great clients and consumers service and seek to exceed client / consumer expectations

Regulatory, Governance and Control
· Adhere to all regulatory requirements within role responsibility and escalate issues quickly
· Proactively identify risks and make recommendation to mitigate these
· Understand and adhere to specific regulatory obligations and company policies and procedures

Additional Information

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
· Opportunity for Flexible working hours and Home Office

In order to stay safe and be responsible, we introduce a remote hiring process with online interviews for all candidates.

Interested to find out more about our Experian Bulgaria team, review our candidate book: https://view.pagetiger.com/experian-bulgaria-candidate-book/experian-bulgaria-candidate-book-2020
Изисквания към кандидата

Езикови познания:

Трудов опит:
С професионален опит от 1 - 3г.

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:

Ниво в йерархията:
Експертен персонал без ръководни функции

Мениджмънт, бизнес развитие
Населено място:
Гр. София
Цариградско шосе 115 Г, бл. Сграда Мегапарк, ет. 10, София 1784
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за ЕКСПИРИЪН БЪЛГАРИЯ ЕАД може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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