Second Line Support Team Lead

hace 3 días

Madrid, España Jr Spain A tiempo completo

col-wideJob Description:

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
- Manage 2nd Level service for EMEA Decision Analytics software support within remit - PCC or PCO/PCSM/PCCM or F&ID-,to meet or exceed customer expectations and in compliance with agreed SLAs
- Coordinate operational issues when resolving incidents that escalate to/from other resolution teams
- Identify opportunities to improve service to clients by defining WIKI (How to's and solution repositories) strategies to be used by the 2nd Line teams and, can eventually be used as a self-service guide to clients
- Provide upskilling opportunities to the 2nd Line Team under his/her responsibility to improve first touch resolution indicator based on Ticket Journey analysis for incidents
- Identify common root causes for incidents that can be traced to Delivery and other EMEA and Experian Global departments and coordinates feedback to the teams involved
- Provide requirements, updates and requests for changes in the configuration of ServiceNow

Main responsibilities
**2nd Line Support**:

- Provides clear direction and leadership to team members
- Ensures all services are delivered within the agreed service levels agreements for P1s, P2s, P3s and P4s and takes actions to expedite Incident's resolution
- Coordinates with ICPM the successful resolution for P1s and P2s
- Provides guidance, product knowledge and expertise to the team for incident and case resolution processes
- Ensures that processes are followed by all analysts during service support activities
- Updates the resolution codes: definitions and use guideline and ensures they are properly applied
- Coordinates within the 2nd Line Team to provide resolution to incidents when a 2nd Line analyst fails to provide First Touch Resolution
- Coordinates with other resolution teams in case of escalation of incidents
- This position is capacitized to work 80% of the time and 20% of management of team and working queues
**Service Acceptance**:

- Ensures that the incident and case support process is compliant to the Client's SLAs at all times even in the opportunities when escalation of incidents are needed
**Application Ownership related activities (Experian Hosted solutions only)**:

- Maintains and operates hardware and/or software for Experian business purposes according to defined security standards (and other standards, e.g. contracts and regulations)
- Performs regular operational processes:

- Ensures the technical/business information is up-to-date and maintained
- Application Inventory and Attestation
- Access Reviews (Standard & Privileged)
- Identity Central Onboarding
- Static Testing & Pen Testing
- Engage with relevant security teams and see through remediation of flaws
- To work with and engage with EITS to ensure I.P or server vulnerabilities are managed/remediated
- Part of the stakeholders that do support Client Audits as per requests
**Building and Managing Relationships**:

- Builds strong working relationships with DA Support and DA Platforms internal stakeholders, external resolution teams and client base
- Is a trusted Experian contact - being able to see and represent the clients view within Experian
**Teamwork**:

- Encourages a positive image of the DA Support function
- Works closely with peers in the DA Support community and wider Experian business to share best practices, client and product knowledge and feedback
- Onboards and provides mentorship to new 2nd Line team members within remit
**Planning and Organising**:

- Plans and manages team time and scheduling to incorporate:

- retrospectives and documentation of lessons learned
- resolution codes and case categories periodic reviews
- daily resolution status of incidents and cases
- upskilling training and on-the-job training
**Personal Development**:

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