Data Analyst Team Lead

hace 5 días


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

We are currently seeking a highly skilled Data Analyst Team Lead to join our team. As a key member of our Service Management team, you will be responsible for managing the incident problem management lifecycle, coordinating with technical partners and stakeholders, and identifying the root cause of incidents.

You will leverage support best practices and process frameworks, such as ITIL, to drive continual process improvements. Additionally, you will work closely with other Service Management disciplines to provide an effective and reliable Service Management solution for Experian.

Responsibilities:

  • Manage the incident problem management lifecycle, coordinating Incident review meetings with key technical partners and stakeholders
  • Identify the incident root cause and assign, manage and track all corrective actions towards avoiding a repeat
  • Capture key learnings to improve processes and best known practices
  • Ensure SLAs and key indicators are met while using Agile/scrum best practices

Requirements:

  • Bachelor's degree or equivalent experience
  • 2-3 years of relevant experience of ITIL 'Best Practice' or Service Management specifically Problem Management
  • Incident analysis and trending experience
  • Experience in defining process metrics and KPIs
  • Agile/Scrum knowledge
  • Proficiency using Service Now for ticket logging, tracking and reporting

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