Problem Manager

As part of the wider ITSM Problem Management team you will ensure the engagement on Problem investigations to ensure lessons are learnt following major service affecting incidents. You will be reporting to the Problem Management Lead.

Our job role is on a hybrid model. Location is: Sofia.

What you will do:

• Manage Problem Records through to resolution, including root cause analysis.

• Ensure that problem records are well documented and effectively tracked.

• Ensure that problem actions are well documented in order to ensure that root cause investigations can be carried out.

• Work with wider IT service teams to coordinate the effective management of problem records, by ensuring appropriate updates against the progress of Problem records

• Build relationships with the multiple technological and application teams and leveraging these relationships as an escalation point for the team in managing problem investigations.

• Work with the Head of Problem Management to help create problem management working practices.

• Produce updates to Major Incident Reports, allowing client facing teams the information required to communicate progress against root cause.

• Ensure that RCA summary reports are sent promptly and at agreed intervals, to provide internal stakeholders with the necessary information to ensure a full understanding of the impact and status of the investigations.

• Work in unison with the Incident Management process to ensure that the post incidents are transitioned into problem management.

• Proactively identify risks and make recommendation to mitigate these.

• Contribute to a culture that achieves goals, delights customers and keeps consumer advocacy at the heart of everything we do.

• Help report problem management activities.

What you will bring:

• 3+ years of experience on service operations and customer-facing roles, with Incident or Problem Management experience

• Fluent English

• Information Technology Infrastructure Library qualification

• Management Report writing skills

• Data analysis skills, focusing across all incident and problem priorities

• Facilitate cross team activities and guide restoration of service and problem resolution

• Understand impact on Service Level Agreements

What you will get:

• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books.

• Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.

• Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits!

• Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.

• Opportunity for Flexible working hours and Home Office.

Our uniqueness is that we celebrate yours. Experian's culture is people-first, inclusive, and purpose-driven. It is also multi-award-winning. Having been recognized as one of the World's Best Workplaces™ 2025, it was listed in Fortune's Global Top 25. Additionally, it is a Great Place To Work™ in 26 countries, to name a few. Check out Experian Life on social or explore our Careers Site to understand why.

Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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Find out what its like to work for Experian by clicking here

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Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here