Senior ITIL Change/Problem Manager

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, create 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 save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

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. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Experian Consumer Services – Careers That Define "What's the Next Big (Data) Thing" for Consumers?

As the Senior ITIL Change/Problem Manager, you will be the subject matter expert for our growing engineering teams in India. In this role you will facilitate and maintain the ITIL Change Management program for India as well as administer the Problem Management function. Our ITIL Change Management and Problem Management processes are world class and have driven higher levels of service delivery across our Experian Consumer Services division for the past 3 years. The primary responsibility of this role will be Change Management with the secondary responsibility being Problem Management (root cause analysis investigations). This role requires advanced tactical planning and coordination along with a strategic outlook, leadership.

• Learn and become the subject matter expert for the ECS IT Service Management processes: Change and Problem Management
• Become fluent in the Change Management process and supporting documentation and tools
• Facilitate the Change Management program for the growing India engineering teams including: reviewing and prioritizing change requests, facilitating CAB meetings, planning and coordinating change activities, maintaining the release calendar, approving change requests appropriately, and monitoring and reporting on Change Management
• Be able to effectively identify and manage risk to production environments associated with all Change Management activities
• Be able to evaluate and make recommendations on improving the Change Management process
• Mentor and guide team engineering teams on Change & Problem Management
• Be able to navigate and manage conflict with people, process, and technology
• Create and enforce policies, standards and supporting documentation
• Apply best practices in Service Management
• Serve as the Problem Manager to drive these Problem Management activities: problem identification, root cause analysis (RCA), post-mortems, Continual Service Improvement (CSI), corrective actions, and Problem Management reporting
• Develop strong metrics and KPIs and how to display them
• Ensures documentation is accurate and up-to-date
• Ensures that the Service Levels are respected
• Demonstrates capabilities and follows through with risk mitigation and open/pending tasks until they are fully completed
• Be the ITSM/ITIL Champion for the India based teams
• Demonstrated success of administering Change Management and risk mitigation
• Experience with common ITSM tools including: JIRA, Service Now, and Confluence
• Strong understanding of ITIL Problem Management
• Excellent to manage complex IT technical investigations
• Can demonstrate experience in improving customer satisfaction
• ITIL v3/4 Foundations certified, prefer intermediate or advanced ITIL certifications
• You will report to Engineering Director

• Bachelor's Degree in Computer Science or related field (or equivalent job experience)
• Overall 9 years of experience in which you shall have atleast 5+ years of experience in ITIL Change Manager in a large matrixed organization
• Demonstrated success of administering Change Management and risk mitigation
• Experience with common ITSM tools including: JIRA, Service Now, and Confluence
• Strong understanding of ITIL Problem Management

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 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 an important 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.

Benefits

Experian care for employee's work life balance, health, safety and wellbeing.

1) In support of this endeavor, we offer the best family well-being benefits,

2) Enhanced medical benefits and paid time off.

Experian Careers - Creating a better tomorrow together

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