Company Description

Experian is the worlds leading global information services company. During lifes big moments – from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers – we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

As the worlds leading repository of consumer credit data, Experian is transforming data into solutions that facilitate transactions, ensure financial safety and improve the financial lives of millions of consumers around the world. We have been named by Forbes magazine as one of the Worlds Most Innovative Companies and ranked on Fortunes Best Companies to work for.

Job Description

We are seeking a dedicated Incident and Problem Management Specialist to join our team. This role is crucial in managing and resolving high-priority incidents, ensuring continuous improvement in service availability, and driving process enhancements across a geographically dispersed operations team.

Keep appropriate stakeholders up to date with the latest information on high priority incidents through timely and regular written and verbal communication. Trouble shoot application system and networking issues
Marshal the appropriate resources to resolve critical incidents in the environment. Drive incidents to service restoration / resolution.
Manage problem management queue to address underlying cause for incidents and drive continued improvement in service availability
Drive continued improvement of incident management and problem management processes across geographically dispersed operations team
Drive continuous improvement in system viability through problem identification and resolution
Must be available via cell phone for necessary coverage off-hours incidents as part of rotation schedule
Monitor KPIs that indicate effectiveness of the incident / Problem management process

Qualifications

Required Experience

Bachelors Degree in Computer Science and Technology or similar, or equivalent experience.
5+ tears of incident management and escalation management experience.
Strong communication skills (verbal and written)
Experienced in project related to continuous improvement and process management
Strong in stakeholder management
Driven and passionate of IT service Delivery
Strong analytical, organizational and problem solving skills.
Strong customer, communication skills with the ability to communicate technical issues to non-technical customers
Ability to organize resource across different teams to drive resolution of system critical issues.
Ability to apply technical analysis of application issues to solve customer reported problems.
Ability to work well within a team to learn and share knowledge

Additional Information

This is a permanent home-based role in Costa Rica. No relocation available.

Our benefits include: Medical, life, vision and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Birthday day off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians 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, color, 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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