Senior Problem Manager

About the role

Experian Consumer Services is looking for a Senior Problem Manager to become the subject‑matter expert for its engineering teams. You will own the ITIL Problem Management process, drive root‑cause investigations and support continuous service improvement across the division.

Key responsibilities

• Learn and master the Experian Consumer Services IT Service Management processes, focusing on Problem Management.
• Become fluent in the Problem Management workflow, documentation and supporting tools.
• Identify, assess and manage risks to production environments arising from problem activities.
• Evaluate the current process and recommend improvements to increase efficiency and service quality.
• Mentor and guide team members on best practices in problem handling.

Required profile

• Extensive experience with ITIL Problem Management and root‑cause analysis.
• Strong tactical planning and coordination abilities combined with a strategic outlook.
• Proven leadership, problem‑solving, organisational and communication skills.
• Ability to produce and interpret metrics reports related to problem management.

Required skills

• ITIL Problem Management
• Root Cause Analysis
• Metrics Reporting
• Risk Management
• Process Improvement