The Communication Manager is a member of a multi-disciplined Global Operations Center team responsible for providing 24x7x365 global monitoring and support of a wide variety of technology platforms, products, and services.
The Communication Manager utilizes multiple monitoring tools to ensure the highest level of availability for Experian infrastructure, products and services.
The Communication Manager is responsible for internal, business and client communications during the incident lifecycle of high priority incidents.
What you’ll be doing
Keep appropriate stakeholders updated with latest and information on high priority incidents through timely and regular written and verbal communications.
Strong customer communication skills with the ability to communicate / articulate technical issues to non-technical stakeholders.
Good timekeeping ensuring regular updates provided on restoration of services impacting incidents to both internal stakeholders and clients.
Ability to tailor and differentiate communications for internal stakeholders and external clients.
Working closely with technical and customer engagement teams to ensure consistent communication / updates to clients of Experian.
Work allocation and progress monitoring, and to take corrective measures if necessary.
Problem resolution or escalation.
Working closely with the other Shift Leaders and the NOC manager to help set and implement overall NOC team strategy, and to lead in initiatives that improve processes and / or procedures that contribute to performance effectiveness and efficiencies.
Drive continued improvement in system availability through problem identification and resolution.
Must be available via cell-phone / pager for necessary coverage off-hours incidents as part of rotation schedule.
Create and deliver external content regarding service disruptions
Draft / Update notifications on service restoration to internal stakeholders and clients of Experian
Collaborate with technical and customer engagement teams on delivering consistent / regular communications to internal stakeholders and clients of Experian
Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
Maintain a comprehensive understanding of all aspects of product delivery and operations
Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
Ability to develop collaborative relationships with customers, partners, business, and support teams at all levels
Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, support teams, and architects
Able to manage relationships with peers and managers as it relates to support and services
Ability to navigate complexity and create collaborative, cross-functional solutions
Able to translate complex issues in an understandable, organized way
Hands-on in conducting root cause analysis & problem solving
Ability to influence others at all levels of an organization with proven leadership skills
Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
Ability to use data driven techniques to analyze and interpret data
Required skill(s) :
Must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science / Information Technology or equivalent.
2+ years of experience in similar roles
Proven track record of working collaboratively to improve the customer’s experience
Experience in projects related to continuous improvement and process management
Experience in support and maintenance roles
Strong communications skills (verbal and written), presentation, and relationship management skills
Ability to articulate technical issues to non-technical stakeholders.
Good understanding of the ITIL processes & IT Service management
Familiarity with ITIL, Foundations certificate a plus but not required.
Experience working in a customer-centric environment
Driven and passionate for IT service delivery
Strong analytical, organizational, and problem-solving skills.
Ability to organize resources across different teams to drive resolution of system critical issues.
Ability to apply technical analysis of application issues to solve customer reported problems.
Ability to work well within a team to learn and share knowledge.