Major Incident Manager
- Sofia
- Customer Service
- Permanent
- Hybrid
- Full Time
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.
You will work aligned to UK Service hours and take part in on-call rota to provide a 24*7 service for our clients.
In this role you will report to the Head of IT Operations and Major Incident Management.
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 timely 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.
- Participate in the MIM rota, covering both business hours and out-of-hours incidents, ensuring continuous service availability and business continuity.
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, provide digital 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 to save time and money.
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.
You are expected to bring:
- 4+ 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
- Ability to influence 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.
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
Explore Experian's award winning 'people first' culture.
Being part of Experian is exciting. Every day brings new challenges, new opportunities, new ways for us to do what we do best: using our innovative technologies and data to work in new and surprising ways. All brought together in a single thought: Discover the Unexpected.
Learn moreRecommended Jobs
Salary
Location
Hyderabad, India
Experience Level
Not Applicable
Employment
Permanent
Location
Hyderabad
Role Type
Hybrid
Schedule
Full Time
Department
Product Development
Brand
Experian
Remote working available
No
Description
We are looking for an enthusiastic Test Engineer to work at the forefront of our cloud modernization, within our Credit & Verification Services. This is a hybrid role requiring travelling to Hyderabad
Reference
2995443c-b908-489e-b43b-374ede01fed6
Expiry Date
01/01/0001
Salary
Location
Hyderabad, India
Experience Level
Not Applicable
Employment
Permanent
Location
Hyderabad
Role Type
Hybrid
Schedule
Full Time
Department
Product Development
Brand
Experian
Remote working available
No
Description
We are looking for an enthusiastic Lead Test Engineer to work at the forefront of our cloud modernization, within our Credit & Verification Services. This is a hybrid role requiring travelling to Hyde
Reference
de1f6007-6b7b-4037-b561-d446a5f9b460
Expiry Date
01/01/0001
Salary
Location
Hyderabad, India
Experience Level
Not Applicable
Employment
Permanent
Location
Hyderabad
Role Type
Hybrid
Schedule
Full Time
Department
Product Development
Brand
Experian
Remote working available
No
Description
We're seeking a passionate Senior Test Engineer to drive cloud modernization within our Credit & Verification Services team. This hybrid role requires ~40% on-site presence in our Hyderabad office.Key
Reference
3193335e-aeac-4dba-9680-bb3850365962
Expiry Date
01/01/0001
Salary
Location
São Paulo, Brazil
Experience Level
Not Applicable
Employment
Permanent
Location
Sao Paulo
Role Type
Hybrid
Schedule
Full Time
Department
Product Management
Brand
Serasa Experian
Remote working available
No
Description
Buscamos um (a) Product Manager (PM) com visão estratégica, de negócio e capacidade analítica, para liderar a evolução da oferta de crédito para pequenas e médias empresas (PMEs).Esta posição será res
Reference
bf275657-f198-44e6-a907-1968b6343f48
Expiry Date
01/01/0001
Salary
Location
Costa Mesa, United States
Experience Level
Mid-Senior Level
Employment
Permanent
Location
Costa Mesa
Role Type
Home
Salary Range
See Pay Range
Schedule
Full Time
Department
Sales & Business Development
Brand
Experian
Remote working available
Yes
Description
Communication is the key to our success. You grasp concepts quickly and know how to make the complex easy to understand. You can effortlessly share your knowledge of the industry and how your customer
Reference
ff4e89c9-4580-46f2-80a7-600a2058e526
Expiry Date
01/01/0001
Salary
Location
Hyderabad, India
Experience Level
Not Applicable
Employment
Permanent
Location
Hyderabad
Role Type
Hybrid
Schedule
Full Time
Department
Product Development
Brand
Experian
Remote working available
No
Description
Experian Consumer Services – Careers That Define "The Next Big (Data) Thing" for Consumers What could be more exciting – personally and professionally – than being part of a "disruptive" business? Con
Reference
c90717da-5444-4d6e-a6f2-bd873b0acc3c
Expiry Date
01/01/0001
Salary
Location
São Paulo, Brazil
Experience Level
Not Applicable
Employment
Permanent
Location
Sao Paulo
Role Type
Hybrid
Schedule
Full Time
Department
Sales & Business Development
Brand
PagueVeloz
Remote working available
No
Description
Responsabilidades:Apoiar na definição de estratégias de precificação com base em análises de mercado, concorrência e rentabilidade;Realizar estudos de elasticidade de preço e impacto financeiro de alt
Reference
11a49d08-2908-4201-b578-983bc5355327
Expiry Date
01/01/0001
Salary
Location
Hyderabad, India
Experience Level
Mid-Senior Level
Employment
Permanent
Location
Hyderabad
Role Type
Hybrid
Schedule
Full Time
Department
Product Management
Brand
Experian
Remote working available
No
Description
Product Owner – Identity and Fraud PlatformWe're looking for a Product Owner to join our Identity and Fraud division, reporting to the Product Director for Platform and Partnerships. This role focuses
Reference
d5f1c7ac-6013-4ea9-a75e-ae9215234476
Expiry Date
01/01/0001
Salary
Location
Hyderabad, India
Experience Level
Not Applicable
Employment
Permanent
Location
Hyderabad
Role Type
Hybrid
Schedule
Full Time
Department
Product Development
Brand
Experian
Remote working available
No
Description
We are looking for an enthusiastic Product Owner to work at the forefront of our cloud modernisation, within our Credit & Verification Services. This is a hybrid role requiring travelling to Hyderabad
Reference
64479738-3234-420f-850f-2dbc68602faf
Expiry Date
01/01/0001
Salary
Location
Sofia, Bulgaria
Experience Level
Mid-Senior Level
Employment
Permanent
Location
Sofia
Role Type
Hybrid
Schedule
Full Time
Department
Analytics
Brand
Experian
Remote working available
No
Description
We are currently looking for Data Scientist to join our growing Sofia based Analytics Team, established in 2007, as we are expanding our portfolio to support our North America Business.As a Data Scien
Reference
70a82d03-e761-413a-8e1e-c1eeaed74a61
Expiry Date
01/01/0001
Salary
Location
Madrid, Spain
Experience Level
Associate
Employment
Permanent
Location
Madrid
Role Type
Hybrid
Schedule
Full Time
Department
Legal & Compliance
Brand
Experian
Remote working available
No
Description
We are seeking a highly skilled and knowledgeable Legal Specialist to join our dynamic team. The ideal candidate will have a strong background in corporate law with specific expertise in the financial
Reference
7f1c027e-1b40-4938-a822-002ba1c5f1e7
Expiry Date
01/01/0001
Salary
Location
United States
Experience Level
Mid-Senior Level
Employment
Permanent
Location
United States
Role Type
Home
Salary Range
$100,649 - $174,459
Schedule
Full Time
Department
Customer Service
Brand
Experian
Remote working available
Yes
Description
Experian Consumer Services (ECS) is looking for a Senior Account Manager for the D2C Experian Credit Card Marketplace.The Experian Marketplace is an outstanding financial lead gen platform. We make pe
Reference
1a77fde1-ed6d-489a-8f5d-9f2b6096f54f
Expiry Date
01/01/0001
Salary
Location
United States
Experience Level
Not Applicable
Employment
Permanent
Location
United States
Role Type
Home
Salary Range
$57,111 - $98,993
Schedule
Full Time
Department
Customer Service
Brand
Experian
Remote working available
Yes
Description
As a Client Success Specialist, you'll guide new clients through the onboarding process for our unemployment management services—from initial setup to full implementation. We are looking for experienc
Reference
0a0b0708-6279-4867-941e-94fae2c2fbdf
Expiry Date
01/01/0001
Salary
Location
United States
Experience Level
Mid-Senior Level
Employment
Permanent
Location
United States
Role Type
Hybrid
Salary Range
$153,075 - $275,535
Schedule
Full Time
Department
Information Technology & Systems
Brand
Experian
Remote working available
Yes
Description
Experian Consumer Services (ECS) is looking for a dynamic and collaborative Senior Manager to lead the development of our next-generation B2B Digital Experience Platform (DXP). This role is important
Reference
c18166c6-d98b-4554-8833-5747e036cc26
Expiry Date
01/01/0001
Salary
Location
United States
Experience Level
Not Applicable
Employment
Permanent
Location
United States
Role Type
Home
Salary Range
$176,036 - $316,865
Schedule
Full Time
Department
Product Development
Brand
Experian
Remote working available
Yes
Description
Reporting to the SVP Software Engineering you will:Architecture Leadership Guide the architecture vision for D2C platforms with a mobile-first and AI-native mindsetDefine roadmaps across mobile and we
Reference
3712b2b0-8b3d-46d2-95ea-791a32c09c7e
Expiry Date
01/01/0001
Salary
Location
São Paulo, Brazil
Experience Level
Not Applicable
Employment
Permanent
Location
Sao Paulo
Role Type
Home
Schedule
Full Time
Department
Sales & Business Development
Brand
PagueVeloz
Remote working available
No
Description
Prospecção de Clientes: Identificar e abordar potenciais clientes na região do RECIFE/PE Formando uma carteira sólida.Manutenção de Carteira: Manter uma carteira de clientes ativa, oferecendo um aten
Reference
e341aa81-fa1b-4156-9a19-e124a856a172
Expiry Date
01/01/0001