Global Support Senior Consultant

Experian Information Solutions, Inc in Scottsdale, AZ

  • Type: Full Time
position filled

Experian offers fraud and identity services for clients in more than 44 countries. Every year we check that over 400 million people are who they say they are, and help organizations effectively fight fraud while providing a hassle-free customer experience. The fraud landscape is constantly changing and a one-size-fits-all approach doesn’t do enough to stop today’s sophisticated fraudsters. We use a unique combination of data, analytics and technology to create right-sized fraud solutions that allow our clients to make confident decisions for every transaction. Our ultimate goal is to make the industry’s fraud and identity solutions work better for everyone.

We’re currently looking for a Global Support Senior Consultant to join our Global ID&F Technology and Support Readiness team in Scottsdale on a full-time basis. This is an exciting opportunity to work within a growing global technology and support readiness team with team members based in North America, the UK and Sofia. As a Global Support Senior Consultant you will be responsible for taking our ID&F products through our internal release readiness process and ensuring that the products are suitable for regional consumption from an operational support perspective. You will also be responsible for the enablement of our regional support teams, ensuring that they’re equipped to support our products and provide world class service to our clients as well as working on continuous service improvements, automation, bespoke regional projects and assisting in the troubleshooting of complex regional issues.

The expanding role and variety of technical challenges that emerge daily ensures that your day to day tasks are rarely the same and offer great opportunities for innovation and experience within a FTSE 50, market leading organisation. 

In this role you will be exposed to multiple applications with varying technologies with a focus on Linux OS. You will interact with teams across the globe varying from global and regional stakeholders, to network, infrastructure, support, delivery and product teams. Communication skills are crucial, with a requirement to be able to communicate technical information effectively to both a technical audience as well as non-technical stakeholders. 

You need to be highly motivated and willing to take the initiative, championing internal processes and offerings, whilst ensuring consistency and standards are maintained across our product installations at a global level.

Responsibilities:
  • Global SME for ID&F solutions
  • Primary technical contact for the UK and Europe in relation to ID&F operational support queries, projects or escalated support.
  • Work closely with Product and Engineering to define supportable and scalable application solutions from product inception to the go live of the first live client
  • Defining support and monitoring recommendations – alerting, thresholds, knowledge bases, run books etc.
  • Involvement in the improvement of automated deployments and upgrades of existing and new products
  • Consultant for regional rollouts and delivery of application installations and infrastructure
  • Support regional upskilling through mentoring, peer reviewing and early adopters support
  • Requirements: 
  • Strong analytical/problem solving skills 
  • Previous experience in technical support
  • Experience with monitoring/logging solutions preferably DynaTrace and Splunk
  • Excellent interpersonal skills and the ability to work well within virtual teams spread across multiple locations
  • Degree educated or demonstrable experience in industry
  • Has sound and practical experience of customer service and meeting service levels 
  • Ability to communicate (written and oral) technical information effectively to a non-technical audience
  • Perks:
  • A beautiful office with views of North Scottsdale and the surrounding mountains
  • A high talent strategic hub with the opportunity to learn from great minds
  • All full-time positions are bonus eligible
  • Competitive pay and comprehensive benefits package
  • Catered lunches every Monday
  • Flexible work schedule and relaxed dress code
  • A break room restocked weekly with cold brew coffee on tap, espresso machine, snacks and assorted beverages
  • Pool, ping pong and foosball tables available whenever you need a break
  • An energetic “start-up” vibe paired with a diverse and unique culture
  • EOE including Disability/Veteran

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