Company Description: We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers, and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft. In 2020, for the sixth consecutive year, Experian has been named to Forbes Magazine's Top 100 list of the "World's Most Innovative Companies." We employ approximately 17,000 people in 44 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil. At Experian,
we are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process.
Job Description:Job Purpose: Provide technical support for customers and delivery teams, ensuring that production systems are operating in line with requirements.
Principal Responsibilities:Reactive Support:Provision of advanced support and consultancy for DA Clients, Experian Regional Delivery and Platform teams, and Global functions to support achievement of their business objectives and service delivery within SLA.This is not limited to system failure and may be general technical requests.Ensure systems are available and performing in line with requirements including support of internal environments and systems.Investigate complex production issues, recreating problems and utilising trace files and error diagnostics. Identify root cause and propose solutions.Provide full permanent solutions or, where appropriate and agreed with the client, temporary workarounds to restore service in line with SLA, thereby minimising the impact to the client of system failure.Deliver fully tested and documented resolutions of incidents. Ensure all system documentation is kept up to date and reflects any changes made.Communicate to all key stakeholders on the status and progress of the investigation with clear actions and timescales.Undertake housekeeping and infrastructure activities as part of preventative maintenance. This may require out of hours working reducing any impact on client production systems.Participate in maintenance activities e.g., data archiving and data extracts.Proactively recommend improvements to prevent incidents arising and to improve the service in relation to response and resolution.Work with other DA global and regional functions building up a strong effective network of contacts.Problem/Incident Management:Use of incident management system. Owning incidents and ensuring that detailed information is maintained in order that fellow team members can assess the situation at any time.Awareness of client SLA's with appropriate escalation to reactive support manager of any foreseen service breach.Ensure that incidents have the correct priority assigned at all times based on client feedback and own experience.Manage the expectations of customers both internal and external through regular communication and agreeing actions.Keep customers, support teams, and regional delivery teams informed at all times regarding status and progress of incidents.Input to the production of outage and service resumption reports for distribution to clients.Publish knowledge articles to help future incident investigations.Attend client service reviews when requested.Correct prioritisation of own work schedule to ensure tasks are aligned with incident severity.Release Management:Test Software releases in line with documented procedures and resolve any subsequent client queries.Liaise with delivery teams both internally and at the client relating to testing of a release.Input to release schedule planning and ensure that appropriate testing has taken place and sign off approval has been received prior to packaging any release.To fully understand the implications of a release and consequently identify the success criteria and testing requirements of the release.Support other team members in duties relating to maintenance and testing of software releases for distribution to customers.Provide out of hours working as required with regards to implementation of business releases in order to reduce the impact to the client.Administration of licensed software and other 3rd party software as required to support the business.Liaise between Experian and third party clients.Dispatch of escrow releases in accordance with the pre-determined schedule.
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