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Incident & Problem Manager (1 year fixed-term assignment)

Experian is an Equal Opportunity Employer Including Disability/Veterans Job Number: 186599 Sofia, Bulgaria


We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft.

In 2018, for a fifth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies. We employ approximately 17,000 people in 37 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.

As an Incident & Problem Manager, you will be responsible for ensuring that our Internal Business Partners are delivering the services required by Experian UK&I and our customers to the agreed scope and service levels. You will participate in incident and problem management activities and will undertake communication of service delivery issues to a multi-disciplinary set of stakeholders as well as identify risks, root cause, and escalate accordingly.

ITIL and ITSM are core to this high impact, high volume role. Supported by the Managing Director of Service as part of the Executive Board, you really do have the ability to influence the future direction of the Service function! This coupled with the global brands we support and the latest technology in the market, makes this position highly sought after.

Alongside a great salary and benefits package, this role will give you great visibility both with clients and internal stakeholders, that can project you into many different Experian career paths in the future. Full training, support and development will be given to embed you into the Experian culture and set you up to succeed.


  • Proactive and effective incident and problem management, ensuring minimal business impact

  • Act as an initial internal point of escalation for service issues

  • Uses fact-based analyses to input into root-cause and help articulate the value of proposed solutions

  • Periodically audit internal service provider processes

  • Build effective relationships with Experian UK&I client support teams +

  • Work closely with service delivery support colleagues to manage workload

  • Identify, agree and drive the delivery of Continuous Service Improvement opportunities

  • Provide active contribution to product, technology and process risk & issues management

  • Support the development, delivery, embedding and evolution of the UK&I operating model


  • Experience of working as part of an IT Service Management team in a complex and matrixed corporate environment

  • Strong experience in the field of Incident, Problem or Change Management

  • Influential communicator with good persuasion and negotiation skills

  • Excellent knowledge of ITIL disciplines and processes

  • Resilient and adaptable style, track record of remaining calm in demanding circumstances

  • Excellent attention to detail and a meticulous eye for identifying inconsistencies / inaccuracies

  • Displays curiosity and not afraid to challenge

  • Fluent English – written and verbal

We offer:

  • Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & books

  • Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time

  • Social benefit package - life insurance, food vouchers, additional health insurance, corporate discounts, Multisport card, and a Share options scheme

  • Work-life balance - 25 days paid vacation and 3 additional paid days for participation in Social responsibility events

  • Opportunity for Flexible working hours and Home Office

Knowledge, Experience & Qualifications