We are currently recruiting for a Problem Manager in the Service Management team. The Problem Manager is responsible for identifying and understanding the underlying causes of an incident as well as identifying the best method to eliminate that root cause. Involves also the oversight and management of service impacting outages for NA Problem Management. This position will leverage support best practices and process frameworks, such as ITIL, to drive continual process improvements, while also working alongside and complementing the other Service Management disciplines of Incident Management, Change Management, Release Management and Service Level Management to provide an effective and reliable Service Management solution for Experian.
You will report to the Problem Management Lead
Responsibilities
- Manage the incident problem management lifecycle, coordinating Incident review meetings with key technical partners and stakeholders, identifying the incident root cause and assign, manage and track all corrective actions towards avoiding a repeat, capturing key learnings to improve processes and best known practices; a ensuring SLAs and key indicators are meet while using Agile-scrum best practices.
- Act as the central point of contact for GTS Problem Management, including advice on process & procedures and assistance with any inquiries, issues, and concerns.
- Maintain problem management process and metrics to established service level objectives.
- Act as the liaison with business divisions and GTS departments on the provision and maintenance of effective processes and procedures.
- Audit problem information frequently, ensuring that processes and procedures are being adhered to.
- Work closely with colleagues in Incident, Change, Configuration, and Knowledge Management to ensure consistent and effective process improvements. This involves coordinating with separate technical teams, structuring investigations and working with the respective support teams to ensure accurate and timely information is disseminated. Furthermore, the team is responsible for problem management follow up actions following an incident.
- Bachelor’s degree or equivalent experience
- 2-3 years of relevant experience of ITIL 'Best Practice' or Service Management specifically Problem Management
- ITIL knowledge and experience is required
- Experience with Incident analysis and trending
- Experience in IT environments, infrastructure support experience a plus
- Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences including senior management
- Advanced English proficiency, spoken and written
- Proficiency using ServiceNow for ticket logging, tracking and reporting
- Excellent analytical and reporting skills
- Proven skills in collaborating with other teams, both technical and non-technical
- Strong customer centric orientation with the ability to work effectively with diverse teams
- Self-starter with strong technical skills and ability to learn new technologies quickly
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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