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 and thrive, lenders to lend more responsibly, and organisations to prevent identity fraud and crime.
We have 21,700 people operating across 30 countries and every day were investing in new technologies, talented people, and innovation to help all our clients maximise every opportunity. With corporate headquarters in Dublin, Ireland, we are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.
Learn more at www.experianplc.com or visit our global content hub at our global news blog for the latest news and insights from the Group.
Job Description
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 Youll 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.
Qualifications
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 Bachelors 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
Additional Information
Our uniqueness is that we truly value yours.
Experian Asia Pacific's culture, people, flexibility and environments are key differentiators. We take our people and equal opportunity agenda very seriously. We focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Were an award winning organisation due to our strong people focus (Great Place To Work, Top Employer and Employer of Choice).
Experian Asia Pacific leverages cutting edge data science, inclusion and start-up mindsets to build tomorrow's credit solutions. Innovation is a critical part of Experian's DNA and practices. As is our diverse workforce, which drives our success. Everyone can succeed at Experian, irrespective of their gender, ethnicity, 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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