Client Technical Manager, Consumer Services

hace 6 días

San Francisco, 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.
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 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 organizations to prevent identity fraud and crime.
We have 20,000 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.
**Job Description**:
Experian Consumer Services - Careers That Define "What's the Next Big (Data) Thing" for Consumers?
What could be more exciting - personally and professionally - than being part of a "disruptive" business?
Consider taking your career to the next level by joining the Leader that continues to disrupt the competition.
As the "disruptor" and market leader we pride ourselves on building new markets, leading the pack through continuous evolution and innovation.
It's a position Experian Consumer Services has enjoyed for more than a decade and we're always looking for the talent that can help expand that lead.
These days, the "next big thing" is often "the next Big Data thing." Experian Consumer Services (ECS) offers an opportunity to lead the charge in turning consumer data into something people use and value every single day.
We live in a world where information is a means to improving lives and we challenge our team to do just that: improve lives with our products.
**What you'll be doing**:
Experian ECS Client Technical Manager will be responsible for the following activities:

- Provide leadership and direction to a team of analysts, DevOps engineers, and developers
- Manage resources to ensure departmental growth and objectives are met
- Develop and manage both short and long-term goals for department and staff
- Help develop and execute department roadmaps
- Create and enforce standards and supporting documentation
- Resolve complex problems that have implications beyond your functional team
- Lead technical operations projects from requirements, to design, to implementation, to operations
- Communicate within and outside of the Service Management organization at all levels to achieve goals and objectives
- Own and manage the customer support queue and maintain SLAs for ticket resolution, escalation, and communications
- Work directly with incident and problem management to support live incidents and to help develop robust RCAs
- Ensure documentation is accurate and up-to-date (i.e.
runbooks, data flows, service catalog, weekly reports, etc)
- Organize and administer a 24X7 on-call rotation to support production incidents
- Mentor and guide team members to achieve team and career goals

**Qualifications**:
**What your background looks like**:

- Prior successful experience managing a technical support team or DevOps team
- Strong understanding of DevOps best practices and tools
- Strong understanding and experience with Service Delivery Life Cycle (SDLC) and Agile methodologies
- Strong knowledge of the DevOps toolchain (CI/CD) on the AWS Linux platform: Jenkins, Nexus OSS, Artifactory, Harness, Code Pipeline, Code Build, Code Deploy, GitHub, GitLab, Chocolaty, CloudFormation, JIRA, Travis, etc.
- Understanding of Linux system administration for an e-commerce business
- Operationally savvy, experience with monitoring, alerting, and analyzing system metrics to root cause problems and explain system behavior
- Experience deploying automation solutions in a public cloud environment such as AWS
- Strong client-facing communications skills by providing timely and frequent updates to clients through Service Now
- Demonstrates critical thinking capabilities and follows through with internal and external customers
- Excellent written and verbal communication skills (fluent in English)
- Can demonstrate experience in measuring and improving customer satisfaction
- Bachelor's Degree in Computer Science or related field (or equivalent job experience)

Additional Information

Our benefits include: Medical, life and dental insurance, Asociación 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 - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here
- Experian is proud to be an Equal Opportunity and Affirmative Action employer.
Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together.
We believe that diversity, equity and inclusion is essential to our purpose of cr

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