Senior Problem Manager

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries. 

Job Description

What you will do:

As a Senior Problem Manager, you are responsible for leading the investigation and resolution of Experian’s most complex and high-impact problems. You ensure high-quality root cause analysis, drive remediation, and reduce repeat incidents.

You operate hands-on within major incidents and problem investigations, working across technology teams to deliver outcomes.

You will deputize for the Problem Management Lead during periods of absence, maintaining oversight of priority problems, stakeholder communication, and adherence to problem management governance and standards. You will report into the Problem Management Lead. You will:

• Lead end-to-end management of complex and high-severity Problem Records
• Drive high-quality Root Cause Analysis (RCA) across cross-functional teams
• Ensure clear identification of root cause, contributing factors, and lessons learned
• Guarantee technical investigations and resolution of high severity, service impacting problem records affecting Experian's clients are carried out promptly
• Lead and facilitate Post Incident Reviews (PIRs) for major incidents and ensure outputs are actionable, documented, and tracked
• Work closely with Major Incident Management to ensure smooth transition into Problem Management
• Ensure all problem records are accurate, up to date, and maintained in ServiceNow
• Challenge technical teams constructively to improve RCA quality and accountability
• Escalate risks, delays, and blockers impacting problem resolution
• Drive adherence to SLA timelines for RCA and problem closure
• Provide clear updates to stakeholders on problem status and resolution progress and support senior stakeholders during high-impact incidents when required
• Build relationships with teams both within the technical support environment, engineering and across the wider business to establish effective progress against Problem investigations
• Sharing Problem Management best practice standards with other support teams across Experian’s organization
• Adhere to all regulatory requirements within role responsibility and escalate issues quickly

Qualifications

What you will bring:

• Desirably 5+ years of experience on Service Operations and Customer-facing roles, with Incident or Problem Management experience
• Fluent English
• ITIL 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

• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & books.
• Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time.
• Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits!
• Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.
• Opportunity for Flexible working hours and Home Office.

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why.

Experian is also proud to be an Equal Opportunity and Affirmative Action employer. 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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