Incident & 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

We’re currently looking for an Incident & Problem Manager who is committed, pro-active and self-motivated individual with a strong operations management background, highly organised approach, and experience of delivering results within agreed targets.


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

· 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

· 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

· 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


· 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
· Fluent English

· 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

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 & book.
· Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time.
· Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits!
· Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.
· 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

Experian Careers - Creating a better tomorrow together

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Изисквания към кандидата

Езикови познания:
Английски език

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Пълен работен ден

Срок на заетост:

ИТ и Компютърни специалисти
Населено място:
Гр. София
Цариградско шосе 115 Г, бл. Сграда Мегапарк, ет. 10, София 1784
Фирма/Организация Директно търсеща служители
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