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.
Job description
JOB DESCRIPTION - Operations Shift Manager As an Operations Shift Manager, you will play pivotal role in our Global Operations Center, ensuring the continuous functioning of our business-critical systems. What you’ll need to bring to the team - Team Leadership: Lead a team of Operations Analysts and Incident Managers overseeing shift operational activities. - Workload Coordination: Coordinate shift workloads to ensure full coverage and optimal resource utilization. - Escalation management: Serve as the escalation point for Major Incidents impacting internal and external services. - Communication Management: Provide timely and accurate updates on major business events to senior and executive leadership during shifts. - Post-incident review and analysis: 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. - Stakeholder management and communication: Maintain effective communication and collaboration with stakeholders, including IT teams, business units, and senior management, to ensure alignment of incident & event management activities with organizational objectives. - Performance monitoring and reporting: Establish key performance indicators (KPIs) and metrics to monitor the effectiveness and efficiency of the team, providing regular reports and insights for management review. - Continuous improvement initiatives: Champion a culture of continuous improvement within the function, identifying opportunities to enhance processes, tools, and capabilities. Influence enhanced service stability and availability. - Knowledge management and documentation: Promote knowledge sharing and documentation of incident resolution procedures & event control procedures contributing to the development of a comprehensive knowledge base for future reference. - Team Collaboration: Foster collaborative environment amongst the peer group of Shift Managers, promoting knowledge sharing, cross-training and collective problem-solving. - Must be available via cell phone for necessary coverage off-hours incidents as part of rotation schedule. Required Experience - 8+ years in IT Operations or Service Management environment, with at 3 years managing operational teams. - Proven experience in leading or managing incident management teams. - Strong analytical, organizational, and problem-solving skills with the ability to analyze complex issues and drive effective solutions. - Strong customer, communication skills with the ability to communicate technical issues to non-technical customers. - Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders. - Ability to collaborate effectively with cross-functional teams and stakeholders to achieve common goals and objectives. - Strong Skills in managing stakeholders at various levels, with ability to build and maintain positive relationships. - 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. Qualification - Must Possess at least Bachelor’s Degree, Post Graduate Diploma/ Computer Science and Technology or equivalent. - ITIL v4 Specialist: Monitor, Support & Fulfill or ITIL v3 Intermediate: Service Operations is required. - COBIT / ISO 20000 is a plus. - Lean Six Sigma knowledge is a plus. - Experienced in project related to continuous improvement and process management. - Strong communication skills (verbal and written) - Driven and passionate of IT service Delivery
Qualifications
Our uniqueness is that we truly celebrate yours. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian’s strong people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) 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 a critical 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.
Experian Careers - Creating a better tomorrow together
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