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Infrastructure Performance Manager

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Information Technology & Systems
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205542 Requisition #

The primary interface for the infrastructure organisation relating to the availability of Experian I T Services managed technology used for existing internal and client services.  The role encompasses three key areas, namely infrastructure service delivery, end-to-end capacity management, performance analytics and continual service improvement for infrastructure services.

Key Responsibilities:

  • Proactive and reactive management of service performance for infrastructure services.
  • Infrastructure resolver group governance and adherence.
  • Effective management and continual improvement in the infrastructure support of incident, problem and change management requirements.
  • Primary interface to Product Service Management, IT Service Management and Operations Centre. 
  • Interconnect and management of the global teams responsibilities for dependent services.
  • First line service performance management and tracking of the 3rd party resources used to deliver operational commitments.
  • Proactive introduction of improved or new processes to protect service availability
  • Act as a role model for high ethical values and standards of integrity and provide leadership to create a customer focused, innovative, trust based, compliant and performance-based culture.
  • Deliver performance from people through effective performance management, actively recognising good performance and ensuring that all team members have stretching personal objectives and regular performance feedback. Ensure employees have active development plans and that training stays up to date based on market and regulatory changes.
  • Drive positive employee engagement, by encouraging two-way communication flows, providing high levels of visibility, responding to employee feedback and protecting their health and wellbeing.
  • Develop and implement talent management, succession and reward plans, in accordance with wider talent strategies and tools, to ensure an available talent pipeline to deliver required capabilities and to identify and develop high potential employees.
  • Lead to put the Experian customer and consumer outcomes at the centre of the business; advocating their needs, delivering them value and ensuring high quality engagement.
  • Regularly and pro-actively identify risks and issues and ensure appropriate steps to mitigate risks are in place and issues are remediated on a timely basis.
  • Ensure that the Performance function operates to Experian's governance, risk, compliance and control Frameworks, through fit-for-purpose processes, practices and accountabilities, and that the business remains within agreed risk appetite.
  • Ensure that Performance function maintains appropriate information security, resilience, business continuity and disaster recovery arrangements within the respective frameworks and standards as well as ensure that the function operates within Experian policies in relation to information security, financial crime, outsourcing, complaints, vulnerable consumers, product development and other key areas of regulatory risk

Broad technical knowledge and understanding of core technologies across server, network, storage, cloud and database. Experience in stakeholder management, ability to mange conversations with teams as well as senior leadership. Confidence and ability to lead large and often complex technical discussions. Ability to operate calmly in high pressure and often time sensitive situations.

Additionally, knowledge in the following key areas:
•    Capacity Management
•    Reporting 
•    Service Delivery Management
•    ITIL functions (Incident, Problem, Change)
•    Continual Service Improvement
 

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