Reporting to the IT Manager, as an Operations Shift Manager, you will play important role in our Global Operations Center, ensuring the functioning of our business-critical systems.
Responsibilities
- Lead a team of Operations Analysts and Incident Managers overseeing shift operational activities.
- You will coordinate shift workloads to ensure full coverage and resource use.
- Be the escalation point for Major Incidents impacting internal and external services.
- You will provide updates on major business events to senior and executive leadership during shifts.
- Collaborate with Problem Management practice in post-incident reviews to analyze the causes and contributing factors of incidents, identifying areas for improvement and implementing corrective actions to prevent recurrence.
- Maintain communication and collaboration with partners, including IT teams, business units, and senior management, to ensure alignment of incident & event management activities with organizational objectives.
- Establish key performance indicators (KPIs) and metrics to monitor the effectiveness and efficiency of the team, providing regular reports and insights for management review.
- Champion a culture of continuous improvement within the function, identifying opportunities to enhance processes, tools, and capabilities. Influence enhanced service stability and availability.
- Promote knowledge sharing and documentation of incident resolution procedures & event control procedures contributing to the development of a comprehensive knowledge base for future reference.
- Foster collaborative environment amongst the peer group of Shift Managers, promoting knowledge sharing, cross-training and collective troubleshooting.
- Must be available by cell phone for necessary coverage off-hours incidents as part of rotation schedule.
Schedule: Sunday, Monday, Tuesday and alternate Wednesday from 7 am to 7 pm Central Time - 4 on 3 off 3 on 4 shift.
- Bachelor's Degree, Post Graduate Diploma/ Computer Science and Technology or equivalent experience.
- 8+ years in IT Operations or Service Management environment
- At least 3 years managing operational teams.
- Experience working as an Incident Manager and managing incident management teams.
- ITIL v4 Specialist: Monitor, Support & Fulfill or ITIL v3 Intermediate: Service Operations is required.
- COBIT / ISO 20000 is beneficial.
- Lean Six Sigma knowledge is beneficial.
- Experienced in project related to continuous improvement and process management.
- Driven and passionate of IT service Delivery
- Experience leading incident management teams.
- Verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
- Experience collaborating with cross-functional teams and partners to achieve common goals and objectives.
- Experienced managing partners at multiple levels, with ability to build and maintain positive relationships.
- Experience applying technical analysis of application issues to solve customer reported problems.
- Experience working well within a team to learn and share knowledge.
This is a permanent home-based role in Costa Rica. No relocation available.
Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. 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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