Incident Management Specialist

hace 1 mes


San Francisco, Heredia, Costa Rica Experian A tiempo completo
Job Summary

We are seeking an experienced Incident Management Specialist to join our global team. This role is responsible for managing major incidents, ensuring timely resolution and acting as an escalation point.

The ideal candidate will have a deep understanding of ITIL Incident Management Process and Procedures, experience with a global footprint in multiple countries, and excellent written and verbal communication skills.

Key Responsibilities:
  • Manage major incidents, ensuring timely resolution and acting as an escalation point.
  • Host and manage Major Incident technical and management calls.
  • Create accurate business impact statements, recovery plans, and communicate to the correct audience.
  • Work on various shifts, covering a 'follow the sun' support model.
  • Act as 'One Voice' of Technology during Major Incidents, providing accurate information and handling conversations at senior stakeholder level.
Requirements

To be successful in this role, you will need:

  • 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.
About Experian

Experian is a leading global information services company, unlocking data to create opportunities for consumers, businesses, and society. We prioritize our culture, seeking team members who are passionate, easy to work with, and value team over self.

We offer a competitive salary range of $80,000 - $110,000 per year, depending on experience. 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.



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