Problem Manager

Company Description

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 accomplish 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.

Description

What you will do:

As part of the wider ITSM Problem Management team you will ensure the effective engagement on Problem investigations to guarantee lessons are learnt following major service affecting incidents. You will report into the Head of Service Demand Portfolio Management.

• Ensure that all problem records are logged and updated on time within the Service Management ticket tool
• Warrant that appropriate technical decisions are made, and actions taken, to help resolve Problem investigations quickly.
• Guarantee technical investigations and resolution of high severity, service impacting problem records affecting Experian's clients are carried out promptly
• Conduct Post Incident Reviews for major incidents with major incident managers
• Produce timely updates to Major Incident Reports, allowing client-facing teams the information required to communicate progress against root cause
• Chase and escalate problem investigation actions.
• Ensure that RCA summary reports are sent promptly and at agreed intervals.
• Work with partners in the business to understand the impact of incidents through the problem management process on our clients and Experian and verify that these are communicated.
• Adhere to all regulatory requirements within role responsibility and escalate issues quickly

Qualifications

What you will bring:

• 3+ years of experience on service operations and customer-facing roles, with Incident or Problem Management experience
• Fluent English
• ITIL Intermediate - Service Operations qualification
• Management Report writing skills
• Data analysis skills, focusing across all incident and problem priorities
• Ability to facilitate cross team activities and guide restoration of service and problem resolution
• Understand impact on Service Level Agreements

Additional Information

What you will get:

• Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.
• Social benefits package including life insurance, food vouchers, additional health insurance for you and a family member, monthly flex allowance including internet bill coverage, sick leave allowance, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many more!
• Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in social responsibility events.
• Opportunity for flexible working hours and home office.
• Personal Development - career pathways for professional growth supported by learning and development programmes and unlimited access to online educational training courses, learning materials and books.

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

This is a hybrid remote/in-office role.

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Client-provided location(s): Sofia, Bulgaria

Job ID: Experian-744000093948355

Employment Type: FULL_TIME

Posted: 2025-11-18T18:34:24