Service Quality Engineer

Experian is looking for an accomplished Service Quality Engineer to support projects and developers using different technologies. You will help ensure our platform delivers the highest levels of quality supporting Experian's delivery of service to consumers. This is a technical role requiring excellent technical skills supporting a powerful, enterprise level data platform built on Java, Python and Kafka operating in AWS Cloud.

Service Quality Engineers investigate the cause of product issues, we measure their scope and influence and when we can't fix them ourselves, we work with our Platform and Engineering teams to reach a solution and establish testing to avoid regression.

Service Quality Engineers investigate and resolve product issues, collaborating with Platform and Engineering teams. They manage issues through the entire lifecycle, from detection to resolution, and focus on protecting consumer data. The team also develops testing, automation, and monitoring to prevent future issues.

You will be reporting directly to the Service Quality Engineering Manager.

Essential Duties/Responsibilities

• Hands-On collaboration as main member of the service quality team improving the platform's delivered service
• Incident ownership from first symptom to their eventual resolution
• Troubleshoot CPD data source connectivity and batch processing incidents.
• Perform root cause analysis, documented and managed thoroughly using internal incident management tools
• Simulate or recreate incident details to debug complex platform issues and decode underlying business logic.
• Develop tightly integrated monitoring solutions for the consumer permissioned platform for evaluation with an emphasis on stability and performance.
• Document troubleshooting and problem resolution steps thoroughly
• Produce clear and complete root cause analysis and influence analysis reports.
• As part of the responsibilities for this role, you will understand and support Experian's established corporate business policies, internal controls, and procedures designed to create value and minimize risk.
• Participate in on call rotation, including some weekend support and hand-off of issues between onsite and offshore.

• 1+ years of experience supporting a commercial online software-based product, including troubleshooting, validation, testing and analysis.

  - Recent cloud technology experience with AWS or similar cloud technology

  - Experience with log and application management tools such as: Splunk, Cloudwatch, DataDog.

  - Hands-on experience with test automation tooling, frameworks and principles focusing on APIs, UI, performance testing.

  - Work with several technologies and simultaneously work on multiple projects.

  - Experience gathering and assessing specifications and requirements.

This is a permanent home-based role in Costa Rica. No relocation available.

Culture at Experian

Our uniqueness is that we value yours.

Experian's culture, people, and environments are main differentiators. We take our people's agenda very seriously. We focus on what truly matters; diversity and inclusion, work life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on!

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 Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Our uniqueness is that we truly celebrate yours. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's strong people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical 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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