Lead Incident Manager
hace 6 meses
Full-time
Employee Status: Regular
Role Type: Hybrid
Department: Information Technology & Systems
Schedule: Full Time
Shift: Day Shift
**Company Description**:
**About us, but we’ll be brief**
Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five years we’ve been named in the **100 “World’s Most Innovative Companies” by Forbes Magazine**. Experian prioritizes our culture and look to bring people to the team who are passionate about their jobs, who are easy to work with, and who continue to value team over self.
We have 23,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.
Experian Consumer Services provides credit education and identity protection solutions to consumers and helps businesses manage the impact of a data breach. This group is divided into two divisions; the Direct-to-Consumer team provides these solutions directly to consumers while the Partner Solutions team empowers companies to provide these solutions to their consumers.
Whether it is directly through our websites or via one of our partners, over consumers now have access to valuable credit education and identity protection solutions that help them protect their personal information. We are also the leader in Global Data Breach services, helping businesses for over 15 years.
**What you’ll be doing**
- Personally manage major incidents and act as an escalation point to ensure timely resolution of within expectations and SLAs.
- Host and manage appropriate Major Incident technical and management calls to facilitate the restoration.
- Ensure all Major Incidents have accurate business impact statements, ongoing actions, detailed recovery plans that are communicated to the correct audience throughout the incident lifecycle.
- Work on various shifts which will cover a ‘follow the sun’ support model across Global centers.
- Act as ‘One Voice’ of Technology during Major Incidents providing accurate, concise information and where needed, handling conversations at the senior stakeholder level.
- Where necessary create exec summaries of major incidents and present to senior stakeholders (CIO and COO level)
- Effectively manage 3rd party, suppliers, and vendors ensuring the support and commitment is carried out for major incidents and where needed, escalate to senior management.
- Conduct Post Incident Reviews by ensuring the right level of attendance by key team members and having a clear disciplined model that is followed.
- Ensure that all IT teams (internal and external) follow the incident management process for every incident.
- Develop and maintain relationships with senior stakeholders across Technology and the Business to instill confidence and trust in managing critical situations.
- Lead and drive Hyper Care models where needed so that we offer the best service to our customers following the launch and delivery of new products and features.
- Produce high-quality incident reports that have a clear meaningful view of the event along with the business impact, next steps, and improvements.
- Produce weekly, monthly and ad-hoc reports where required and tailor them to the relevant audience.
- Attend monthly service reviews with customers, vendors, suppliers, and 3rd parties contributing to the review of incidents, service levels and improvements.
**Qualifications**:
**What your background looks like**:
- Bachelor’s degree or equivalent experience
- Minimum of 3 years functioning in an Incident Manager role
- Deep understanding of ITIL Incident Management Process and Procedures
- Experience with a global footprint in multiple countries
- Excellent written and verbal communication skills
- Problem analysis and resolution
- ITIL Certification preferred
- Experience with other ITSM tools such as Jira, Confluence, and Service Now.
- Strong analytical and problem-solving skills
This is a permanent home-based role in Costa Rica.No relocation available.
**Additional Information**:
**Culture at Experian**
**Our uniqueness is that we truly value yours.**
Experian's culture, people, and environments are key differentiators. We take our people's agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on
Our benefits include: Medical, 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, and more.
Experian Careers - Cre
-
Cyber Incident Response Lead
hace 6 meses
Heredia, Costa Rica Experian A tiempo completoFull-time Employee Status: Regular Role Type: Home Department: Legal & Compliance Schedule: Full Time Shift: Day Shift **Company Description**: Experian is the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new...
-
Cybersecurity Technical Team Lead
hace 6 meses
Heredia, Costa Rica Sysco Costa Rica A tiempo completo**Requirements**: - Ensure incident identification, assessment, quantification, reporting, communication, mitigation, and monitoring. - Work collaboratively with other cybersecurity teams and business units. - Drive the implementation of emerging threat intelligence (IOCs, updated rules, etc.) to identify affected systems and the scope of the attack. -...
-
Fp&a Team Lead, Manager Ii
hace 6 meses
Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo4+ years of building financial and operational reports/data sets that inform business decision-making experience - 4+ years of creating process improvements with automation and analysis experience - 4+ years of directly managing and leading a team of 3+ members experience - Knowledge of standard software including Excel, Access, Oracle, Essbase, SQL and VBA...
-
Senior Site Reliability Engineer Manager
hace 6 meses
Heredia, Costa Rica IBM A tiempo completoIntroduction The IBM Software is seeking a talented and motivated SRE Manager professional to lead and manage a team of engineers focused on a global Cloud Platform solution servicing multiple IBM offering. Your Role and Responsibilities - Manage and lead a team of SRE engineers. This involves hiring, training, and mentoring team members, assigning tasks,...
-
Cybersecurity QA Lead
hace 6 meses
Heredia, Costa Rica Stryker A tiempo completo**Why join Stryker?**: Our total rewards package offering includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards - not to mention various social and recreational activities, all of which are location specific. **Know someone at Stryker?**: **Who we Want**: - ** Analytical problem...
-
Cybersecurity Manager, Global SOC Quality Assurance
hace 6 meses
Heredia, Costa Rica Stryker A tiempo completo**Why join Stryker?**: Our total rewards package offering includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards - not to mention various social and recreational activities, all of which are location specific. **Know someone at Stryker?**: **Who we Want**: - ** Assertive...
-
Bos Lead
hace 6 meses
Heredia, Costa Rica Auxis A tiempo completoJob Summary: The BOS Team Lead will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis customer service clients to ensure high levels of customer satisfaction and productivity. The Team Lead will be the primary customer interface for trouble calls/accounts; and...
-
Sre - Manager
hace 7 meses
Heredia, Costa Rica IBM A tiempo completo**Introduction** The IBM Software is seeking a talented and motivated SRE Manager professional to lead and manage a team of engineers focused on a global Cloud Platform solution servicing multiple IBM offering. **Your Role and Responsibilities** - Manage and lead a team of SRE engineers. This involves hiring, training, and mentoring team members, assigning...
-
IT Security Manager
hace 6 meses
Heredia, Costa Rica DHL A tiempo completoAt DHL Express, our vision is “Connecting people, improving lives”. We are the Most International Company in the World, “the big yellow machine” as we love to call it. Specifically In our Central and South America region, we cover 15 countries, from Parque Nacional Tikal in Guatemala, to Ushuaia in Tierra del Fuego - Argentina. We are more than 3,400...
-
Cloud Infrastructure Project Manager Lead
hace 7 meses
Heredia, Costa Rica Experian A tiempo completo**Company Description** Experian is the leading global information services company. We help businesses provide great customer experiences by managing and analyzing data that will help them solve problems, drive better decisions and outcomes, and prevent fraud. We help millions of people better manage and improve their financial lives - gain access to...
-
Cloud Infrastructure Project Manager Lead
hace 7 meses
Heredia, Costa Rica Experian A tiempo completoFull-time Employee Status: Regular Role Type: Home Department: Project Management Schedule: Full Time Shift: Day Shift **Company Description**: Experian is the leading global information services company. We help businesses provide great customer experiences by managing and analyzing data that will help them solve problems, drive better decisions and...
-
Commercial Finance Assist. Manager
hace 6 meses
Heredia, Costa Rica British American Tobacco A tiempo completo**BAT is evolving at pace - truly like no other organisation.** **To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!** **BAT** **IS LOOKING FOR A **COMMERCIAL FINANCE ASSISTANT MANAGER** **SENIORITY LEVEL**:Junior...
-
Manager-accounting
hace 6 meses
Heredia, Costa Rica Moody's A tiempo completo**Team/Department Description**: The Manager-Accounting sits within the Moody’s Shared Services team within Controllership, reporting directly to the AVP-Accounting. The Controllership provides Moody's senior management team with the financial information needed to develop successful business strategies. They are responsible for revenue accounting and,...
-
Manager, Fp&a
hace 6 meses
Heredia, Costa Rica BAXTER A tiempo completo**This is where you save and sustain lives** At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. Baxter's products and therapies are found in...
-
Operations Admin Shift Lead
hace 6 meses
Heredia, Costa Rica Hewlett Packard A tiempo completoThe operations admin lead role will be responsible to ensure that the End to End PCL operations go to plan. **Case management**: Monitoring queues for ticket, taking ownership of various types of tickets - Catalog requests, Incident tickets, Business control tickets and managing until ticket closure Swivel information between various service management...
-
Facilities Finance Manager
hace 6 meses
Heredia, Costa Rica British American Tobacco A tiempo completo**BAT is evolving at pace - truly like no other organisation.** **To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!** **BAT Costa Rica IS LOOKING for a FACILITIES FINANCE MANAGER** **ROLE POSITIONING AND OBJECTIVES** We are looking for a Lead...
-
Technical Account Manager
hace 6 meses
Heredia, Costa Rica Experian A tiempo completo**Company Description** About us, but we’ll be brief** Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five...
-
Technical Account Manager
hace 7 meses
Heredia, Costa Rica Experian A tiempo completoFull-time Employee Status: Regular Role Type: Hybrid Department: Customer Service Schedule: Full Time **Company Description**: **About us, but we’ll be brief** Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share...
-
Senior Manager, Technical Support
hace 6 meses
Heredia, Costa Rica Smarsh A tiempo completo**Who are we?** Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or...
-
Regional EHS Manager
hace 6 meses
Heredia, Costa Rica LSEG (London Stock Exchange Group) A tiempo completoSupporting the LSEG colleagues and premises across the Americas region, the role will be responsible for supporting the development and implementation of the LSEG EHS Strategy, regional performance reporting and supporting the central EHS global team in improving management systems and initiatives. Working across all LSEG departments, the Regional EHS...