Senior Problem Manager

Experian

Heredia, Costa Rica
**
Itil problem management process expertise
Root cause analysis (rca) investigations
Jira, service now, and confluence tools
** Experian is seeking a Senior Problem Manager in Heredia, Costa Rica, to lead problem management processes and enhance service delivery within its engineering teams. The ideal candidate will have extensive experience in ITIL Problem Management, strong communication skills, and a proven track record of risk mitigation and process improvement. **

Job Summary

  • The Senior Problem Manager will serve as the subject matter expert for growing engineering teams within Experian Consumer Services.
  • This role is responsible for driving root cause analysis investigations, managing risk to production environments, and ensuring service levels are respected.
  • Experian offers a people-first culture recognized as one of the World's Best Workplaces™ with a focus on diversity, equity, and inclusion.

Matching Summary

Match Score: 75

** Experian is seeking a Senior Problem Manager in Heredia, Costa Rica, to lead problem management processes and enhance service delivery within its engineering teams. The ideal candidate will have extensive experience in ITIL Problem Management, strong communication skills, and a proven track record of risk mitigation and process improvement. **

Skills & Requirements

Must-have

  • ITIL Problem Management process expertise
  • Root cause analysis (RCA) investigations
  • JIRA, Service Now, and Confluence tools
  • Risk management in production environments
  • Mentoring engineering teams on processes

Nice-to-have

  • Strategic outlook and leadership skills
  • Conflict navigation with people and technology
  • Customer-friendly RCA documentation style
  • Strong critical thinking capabilities
  • Continuous improvement mindset

Key Requirements

  • 5+ years experience as an ITIL Problem Manager
  • ITIL v3/4 Foundations certification required
  • Bachelor's Degree in Computer Science or equivalent
  • Proficiency in English language

Work Rights

Not specified

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