Major Incident 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, 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.

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.

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.

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