Major Incident Manager at Experian

Sofia, Sofiya, Bulgaria -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Incident Identification, Incident Assessment, Incident Response, Incident Resolution, ITIL V3, ITIL V4, Planning, Prioritization, Stakeholder Management, IT Service Management, ITSM Tools, ServiceNow, Major Incident Workbenches, Operational Risk, Information Security

Industry

Information Services

Description

Company Description 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, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com. Job Description As a Major Incident Manager within the UKI region you will lead Critical and Major Incidents from detection through to resolution and handover to our Problem Management Team. UKI Major Incident Managers work aligned to UK Service hours working 40 hours a week and take part in on-call rota to provide a 24*7 service for our clients. You will report to the Major Incident Management Lead. What you'll do: Monitoring Incident queues in line with defined policy and process. Identifying incident priority as P1, P2 and Sev C. Establishing a bridge with required stakeholders ensuring command and control of the investigation process and driving teams to resolution in line with service level agreements. Ensuring all incident activities, decisions and actions are detailed appropriately within our incident management platform, in line with our Incident Management Policy and Procedures. Utilizing strong written and verbal communication skills to provide communications to our internal and external stakeholders and vendors. Generation of Major Incident Reports and handover to Post Incident Review process. Working collaboratively with teams regionally and globally to drive continuous improvement of MIM processes. Availability to work aligned to UK Service hours working 40 hours a week and take part in on-call rotation to provide a 24*7 service for our clients. Qualifications You are expected to bring: 3+ years of proven incident management experience - incident identification and assessment, running incidents, incident response and resolution ITIL v3 or v4 Qualification and good understanding of ITIL Processes Assure and gain agreement with regards to planning and prioritization Understanding of technology, ideally with a background in software and technology managed services Strong stakeholder management skills, fostering trust and collaboration Experience working with IT Service Management (ITSM) tools and platforms, including ServiceNow, with a good understanding and experience of Major Incident Workbenches and collaboration enablers Experience in one or more domains of operational risk, such as IT, process optimization, information security Verbal and written English proficiency Additional Information What you will get: Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books. 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. 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. #LI-Hybrid Experian Careers - Creating a better tomorrow together Find out what its like to work for Experian by clicking here Experian Careers - Creating a better tomorrow together Find out what its like to work for Experian by clicking here Employee Status: Regular Role Type: Hybrid Department: Customer Service Schedule: Full Time

Responsibilities

The Major Incident Manager will lead Critical and Major Incidents from detection through resolution, ensuring command and control of the investigation process and driving teams to meet service level agreements. This role involves monitoring queues, identifying incident priority, detailing all actions in the incident platform, and generating Major Incident Reports for handover.