IT Operations Shift and Incident Manager

Summary

Join Experian as an Operations Shift Manager and play a crucial role in our Global Operations Center, ensuring the functioning of business-critical systems.

Requirements

• Bachelor's Degree, Post Graduate Diploma/ Computer Science and Technology or equivalent experience
• 8+ years in IT Operations or Service Management environment
• At least 3 years managing operational teams
• Experience working as an Incident Manager and managing incident management teams
• ITIL v4 Specialist: Monitor, Support & Fulfill or ITIL v3 Intermediate: Service Operations is required

Responsibilities

• Lead a team of Operations Analysts and Incident Managers overseeing shift operational activities
• Coordinate shift workloads to ensure full coverage and resource use
• Be the escalation point for Major Incidents impacting internal and external services
• Provide updates on major business events to senior and executive leadership during shifts
• Collaborate with Problem Management practice in post-incident reviews to analyze the causes and contributing factors of incidents, identifying areas for improvement and implementing corrective actions to prevent recurrence
• Maintain communication and collaboration with partners, including IT teams, business units, and senior management, to ensure alignment of incident & event management activities with organizational objectives
• Establish key performance indicators (KPIs) and metrics to monitor the effectiveness and efficiency of the team, providing regular reports and insights for management review
• Champion a culture of continuous improvement within the function, identifying opportunities to enhance processes, tools, and capabilities. Influence enhanced service stability and availability
• Promote knowledge sharing and documentation of incident resolution procedures & event control procedures contributing to the development of a comprehensive knowledge base for future reference
• Foster collaborative environment amongst the peer group of Shift Managers, promoting knowledge sharing, cross-training and collective troubleshooting

Benefits

• Medical insurance
• Life and dental insurance
• Asociacion Solidarista
• International Share Save Plan
• Flex Work/Work from home
• Paid time off
• Annual Performance Bonus
• Education Reimbursement
• Family Bonding
• Bereavement Leave
• Referral Program