Problem Manager

Company Description

Discover the Unexpected 

Experian is the world’s leading global information services company. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped businesses grow, consumers and small businesses gain access to financial services, and economies and communities flourish – and we’re not done.

Our 18k amazing employees in 40+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow.

To do this we employ the greatest and brightest minds that share our purpose and want to make a difference. Experian Asia Pacific's culture, people and environments are key differentiators. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, equity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. We’re committed to fostering a strong sense of belonging and a place where you can bring your true self to work.

Our uniqueness is that we truly value yours. We’re an award winning organisation due to our strong people first focus. This includes Top Employer™ and Great Place To Work™ accreditations.

Learn more at www.experianplc.com

Job Description

As part of the wider ITSM Problem Management team you will take responsibility for ensuring the effective engagement on Problem investigations in order to ensure lessons are learnt following major service impacting incidents:

• Manage Problem Records through to resolution, including root cause analysis.
• Ensure that problem records are well documented and effectively tracked
• Ensure that problem actions are well documented in order to ensure that root cause investigations can be carried out
• Working with wider IT service teams to coordinate the effective management of problem records, by ensuring appropriate and timely updates against the progress of Problem records
• Building relationships with the multiple technological and application teams and leveraging these relationships as an escalation point for the team in managing problem investigations
• Ensuring that escalation and communication to Experian management is conducted in a timely and appropriate manner
• Working with the Head of Problem Management to support the creation of problem management working practices and processes as required
• Supporting the reporting of problem management activities

• Carrying out proactive trend analysis in order to minimise repeat incidents and identify themes and manage further investigations

• Operational

• Ensure that all problem records are logged and updated in a timely matter within the Service Management ticket tool to provide a single source of the truth against Problem investigations
• Ensure that appropriate technical decisions are made, and actions taken, to support the resolution of Problem investigations effectively and quickly.
• Ensure technical investigations and resolution of high severity, service impacting problem records affecting Experian’s clients are carried out in a timely manner
• Conduct Post Incident Reviews for major incidents with major incident managers, ensuring that agreed actions are captured and distributed effectively
• Produce timely updates to Major Incident Reports, allowing client facing teams the information required to communicate progress against root cause
• Define RCA, Mitigation and Remediation actions to ensure Problems are appropriately mitigated
• Chasing and escalating problem investigation actions as required.
• Ensure that RCA summary reports are sent promptly and at agreed intervals, to provide internal stakeholders with the necessary information to ensure a full understanding of the impact and status of the investigations.
• Work in unison with the Incident Management process to ensure that the post incidents are effectively transitioned into problem management.
• Sharing Problem Management best practice standards with other support teams across Experian’s organisation

• Relationship Management

• Build relationships with teams both within the technical support environment and across the wider business to establish effective working relationship to help support progress against Problem investigations
• Work with partners in the business to understand the impact of incidents through the problem management process on our clients and Experian and ensure that these are clearly communicated.
• Help to communicate the relevant problem management processes to educate staff outside of the team on the process
• Help to understand other related processes used across the business which could influence the problem management process.

• Performance Management

• Understand and participate in the Experian objective and development program, which consists of stretching personal objectives, agreeing a personal development plan, and participating in regular feedback sessions
• Comply with the organizational Training and Competency policy, completing required training in a timely manner

• Customer

• Actively contribute to a culture that achieves the business goals, delights customers and keeps consumer advocacy at the heart of everything we do
• Ensure that good client / consumer outcomes are at the centre of all operational activity and decision making
• Deliver great clients and consumers service and seek to exceed client / consumer expectations
• Regulatory, Governance and Control
• Adhere to all regulatory requirements within role responsibility and escalate issues quickly
• Proactively identify risks and make recommendation to mitigate these
• Understand and adhere to specific regulatory obligations and company policies and procedures

Qualifications

• 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

• Excellent verbal and written English
• Background in service operations and customer facing roles, with Incident or Problem Management experience
• Experience of working across multiple countries and cultures is an advantage
• ITIL Intermediate - Service Operations qualification is an advantage

Additional Information

Our uniqueness is that we truly value yours. From India, across Asia to Japan and down to Australia, our 1800 people are what make our business special. Experian's culture, people and environments are key differentiators. We focus on what truly matters; diversity and inclusion, work/life balance, development, innovation, collaboration, wellness, reward & recognition, volunteering... That's why we're an award winning organisation for our people-first practices, something we’re very proud of. 

Experian Careers - Creating a better tomorrow together

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