Senior Problem Manager

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About this role

Senior Problem Manager Sofia, , Bulgaria Company Description: Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries. Job Description: What you will do: As a Senior Problem Manager, you are responsible for leading the investigation and resolution of Experian's most complex and high-impact problems. You ensure high-quality root cause analysis, drive remediation, and reduce repeat incidents. You operate hands-on within major incidents and problem investigations, working across technology teams to deliver outcomes. You will deputize for the Problem Management Lead during periods of absence, maintaining oversight of priority problems, stakeholder communication, and adherence to problem management governance and standards. You will report into the Problem Management Lead. You will: Lead end-to-end management of complex and high-severity Problem Records Drive high-quality Root Cause Analysis (RCA) across cross-functional teams Ensure clear identification of root cause, contributing factors, and lessons learned Guarantee technical investigations and resolution of high severity, service impacting problem records affecting Experian's clients are carried out promptly Lead and facilitate Post Incident Reviews (PIRs) for major incidents and ensure outputs are actionable, documented, and tracked Work closely with Major Incident Management to ensure smooth transition into Problem Management Ensure all problem records are accurate, up to date, and maintained

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