Incident Communications Manager

hace 2 semanas

San Francisco, Heredia, Costa Rica Experian A tiempo completo

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 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**:
The Communication Manager is a member of a multi-disciplined Global Operations Center team responsible for providing 24x7x365 global monitoring and support of a wide variety of technology platforms, products, and services.
The Communication Manager utilizes multiple monitoring tools to ensure the highest level of availability for Experian infrastructure, products and services.
The Communication Manager is responsible for internal, business and client communications during the incident lifecycle of high priority incidents.
**What you'll be doing**
- Keep appropriate stakeholders updated with latest and information on high priority incidents through timely and regular written and verbal communications.
- Strong customer communication skills with the ability to communicate / articulate technical issues to non-technical stakeholders.
- Good timekeeping ensuring regular updates provided on restoration of services impacting incidents to both internal stakeholders and clients.
- Ability to tailor and differentiate communications for internal stakeholders and external clients.
- Working closely with technical and customer engagement teams to ensure consistent communication / updates to clients of Experian.
- Work allocation and progress monitoring, and to take corrective measures if necessary.
- Problem resolution or escalation.
- Working closely with the other Shift Leaders and the NOC manager to help set and implement overall NOC team strategy, and to lead in initiatives that improve processes and/or procedures that contribute to performance effectiveness and efficiencies.
- Drive continued improvement in system availability through problem identification and resolution.
- Must be available via cell-phone/pager for necessary coverage off-hours incidents as part of rotation schedule.
**Responsibilities**:

- Create and deliver external content regarding service disruptions
- Draft / Update notifications on service restoration to internal stakeholders and clients of Experian
- Collaborate with technical and customer engagement teams on delivering consistent / regular communications to internal stakeholders and clients of Experian
- Maintain a comprehensive understanding of all aspects of product delivery and operations
- Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
- Ability to develop collaborative relationships with customers, partners, business, and support teams at all levels
- Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, support teams, and architects
- Able to manage relationships with peers and managers as it relates to support and services
- Ability to navigate complexity and create collaborative, cross-functional solutions
- Able to translate complex issues in an understandable, organized way
- Hands-on in conducting root cause analysis & problem solving
- Ability to influence others at all levels of an organization with proven leadership skills
- Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
- Ability to use data driven techniques to analyze and interpret data

**Shifts**: Sunday, Monday, Tuesday & alternating Wednesday, 7am - 7pm CT

**Qualifications**:

- Must possess Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer
- Previous incident management experience required
- Proven track record of working collaboratively to improve the customer's experience
- Experience in projects related to continuous improvement and process management
- Experience in support and maintenance roles
- Strong communications skills (verbal and written), presentation, and relationship management skills
- Ability to articulate technical issues to non-technical stakeholders.
- Stakeholder management.
- Good understanding of the ITIL processes & IT Service management
- Familiarity with ITIL, Foundations certificate a plus but not required.
- Experience working in a customer-centric environment
- Driven and passionate for IT service delivery
- Strong analytical, organizational, and problem-solving skills.
- Ability to organize resources across different teams to dr

  • Incident Manager

    hace 5 días

    San Francisco, Heredia, Costa Rica Vmware A tiempo completo

    **The Elevator Pitch: Why will you enjoy this new opportunity?**Are you passionate about learning innovative technology and solving complex problems for VMware's Top 100 Global Customers?Are you comfortable stepping into difficult and complex situations involving multiple key stakeholders and setting the path to resolution?If so, VMware has an Incident...

  • Lead Incident Manager

    hace 2 horas

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Full-timeEmployee Status: RegularRole Type: HybridDepartment: Information Technology & SystemsSchedule: Full TimeShift: 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...

  • Internal Communications Specialist

    hace 1 semana

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    Job DescriptionWe are seeking a highly skilled and experienced Communications Sr. Analyst and Project Manager to join our Global Execution Support, Strategy & Communications team.This is a key role that requires strong analytical, problem-solving, and communication skills to support senior leaders and partners throughout the organization in driving...

  • Communications & Engagement Specialist

    hace 3 semanas

    San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    Job Summary:The Communications & Engagement Specialist is primarily responsible for the strategy, tactical execution, and project management of both internal & external communications for the organization.Additionally, as a cultural change agent, this position will have various roles, leading/ planning/ supporting, engagement activity via organizational...

  • Communications Project Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Moody'S A tiempo completo

    The Integrated Project Manager (IPM) for Moody's, reporting to Head of Design, will be the main contact for project management on Brand team projects.The role will work closely with the various partners across Design, Production, Video, Data Viz and Social.The IPM is responsible for planning and coordinating complex multi-platform projects to ensure they are...

  • Communications Sr. Analyst And Project Manager

    hace 1 semana

    San Francisco, Heredia, Costa Rica Citi A tiempo completo

    OverviewThe Know Your Customer & Relationship Support Unit Operations is an organization part of Citi's Institutional Clients Group (ICG).We provide support to Citi's ICG's portfolio in 95 countries and 11 industry sectors for across our main business lines.(Banking, Citi Commercial Bank and Markets).Success ProfileThis is a high energy, hardworking and...

  • Cyber Incident Response Lead

    hace 3 semanas

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Full-timeEmployee Status: RegularRole Type: HomeDepartment: Legal & ComplianceSchedule: Full TimeShift: 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 customers - we empower...

  • Incident Response Leader

    hace 5 días

    San Francisco, Heredia, Costa Rica Vmware A tiempo completo

    Job SummaryWe are looking for an experienced Incident Manager to lead our efforts in resolving complex customer incidents and providing exceptional customer service.The ideal candidate will have a strong background in technical support, a keen analytical mind, and excellent communication skills.Main ResponsibilitiesInvestigate and resolve customer incidents...

  • Cyber Incident Response Team Lead

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Company DescriptionExperian 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...

  • Internal Communications Strategist

    hace 7 días

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Full-timeEmployee Status: RegularRole Type: HybridDepartment: Marketing and CommunicationsSchedule: Full Time**Company Description**:Ready to make a difference?Experian has evolved into a global tech company and leader in data and analytics.We're passionate about unlocking the power of data in order to transform lives and create opportunities for consumers,...

  • Internal Communications Strategist

    hace 7 días

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    **Company Description**Ready to make a difference?Experian has evolved into a global tech company and leader in data and analytics.We're passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society.We're a constituent of the FTSE 30 and for more than 125 years we've helped economies...

  • Internal Communications Strategist

    hace 5 días

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Job DescriptionJob descriptionInternal Communications Strategist Are you a project manager at heart, someone who focuses on stakeholder management, setting expectations, and measuring the impact of your work?Are you passionate about using your ability to connect effectively with others to create a positive impact?  Then you might be a great fit for our...

  • Strategic Communications Specialist

    hace 7 días

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    At Experian, we're passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. As an Internal Communication Strategist, you'll play a critical role in delivering corporate messaging to employees, ensuring the right tone, channel, and audience are reached for maximum results.Job OverviewThis...

  • Senior Talent Acquisition Operations and Communications Specialist

    hace 1 semana

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    About UsExperian is the world's leading global information services company. We empower consumers and our clients to manage their data with confidence. Our mission is to help individuals, businesses, and organizations make informed decisions by providing them with access to accurate and reliable information.We are seeking a talented individual to join our...

  • Talent Acquisition Operations And Communications

    hace 7 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...

  • Network Services Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Ntt Data A tiempo completo

    About the RoleThis Telecom Vendor Manager position is responsible for managing the relationship between our company and telecom vendors. The ideal candidate will have experience in incident management, knowledge of telecommunications products, and strong analytical skills.ResponsibilitiesAnalyze service downtimes versus contractual clauses and claim credits...

  • Senior Security Incident Responder

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Tebra A tiempo completo

    **About the Role**:A security engineer to join our team to focus on threat detection and response protection.In this position, you will investigate security issues using log data, networking tools and big data search engines to stop threats impacting our internal and external customers.You will be part of Tebra's security team as a trusted resource to help...

  • Customer Success Manager

    hace 3 semanas

    San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    Job Summary:A Customer Success Manager (CSM) is a trusted advisor to Auxis' customers providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management.The CSM provides the necessary client liaison support, and daily technical service delivery, to ensure delivery of world class IT support...

  • Unified Communications Engineer

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Moody'S A tiempo completo

    Looking for a new opportunity?Enjoy building systems and performing projects on a global basis?Come join the Unified Communications and Collaboration team at Moody'sWe have an open position on the UCC engineering team for a Engineering Role.Our team is globally distributed, with team members and work colleagues located globally.Moody's loves Engineers who...

  • System Availability and Performance Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Auxis A tiempo completo

    Job Description:This System Availability and Performance Manager position plays a crucial role in ensuring the optimal functioning of clients' infrastructure environments. The successful candidate will lead and support Operations Center Analysts in achieving company goals and ITIL best practices, focusing on customer satisfaction.Responsibilities...