Incident Manager

The Technology Operations Resilience Center – Incident Manager will be part of a global team providing 24x7-support which is responsible for the Event and Incident Management of all Equifax customer facing and internal-use applications and infrastructure. We are looking for an intermediate level professional who is aligned to working a morning shift (8:00 am - 5:00 pm est) position full time. The primary goal is to identify possible incidents and mitigate the problem prior to customers being impacted. This position requires a partnership with business sponsors, project managers, application support, networking, and system administrators as well as the business owners.

• This position is based in Alpharetta, GA. This resource should be local to Atlanta and will be required to work from the following Equifax office location - Alpharetta.
• Onsite weekly requirements each Tuesday, Wednesday, and Thursday.
• Due to the nature of incident management / security, this role may require additional onsite responsibilities during the week as needed, occasional work outside normal business hours, & possible travel (10% or less), and a holiday on - call rotation.
• This position does not offer immigration sponsorship (current or future) including F-1 STEM OPT extension support.
• This position is not open to third-party vendors or C2C.
  
  

What you will do

• Monitor Equifax Applications and Infrastructure.
• Perform initial analysis of alert events to determine next steps.
• Perform basic System administration tasks in order to provide level 1 NixSA and WinSA services.
• Take an active role in Incident Management bridge lines and chats. Be able to coordinate lower priority issues, ensuring the proper teams are engaged, moving the incident investigation in a positive direction, ensuring the incident is resolved in a timely fashion, and updating incident record documentation.
• Fault handling and escalation (identifying and responding to faults on systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution).
• Global support is provided 24x7 with teams working in shifts (includes LATAM, Canada, India, Australia and the United States).
• Provides an “eyes on glass” presence to ensure that system degradation or failure is identified immediately.
• Provided with the tools and training to react to the alerting triggered by our monitors by providing first level analysis and in most cases performing an action to mitigate the issue.
• Will be required to communicate directly with our external customers in the case when there is an overflow of calls to our TOC Service Desk Operator.
  
  

What Experience You Need

• A Bachelor’s Degree in a Technology field OR equivalent work experience.
• Minimum of 2 to 5 years of relevant working experience in related IT Service Management / Incident Management, First Response/Law Enforcement, and/or has held similar positions.
• Must have a solid understanding of the ITIL Incident Management Processes in IT Service Management environments.
• Must be willing to work the required shift of 8 am to 5 pm EST (Monday thru Friday OR Sunday thru Thursday OR Saturday thru Wednesday).
  
  

What could set you apart

• Proficiency using Google Suite (Google Sheets especially).
• Displays the ability to perform at a high level under stressful situations, respond with urgency where needed, and remain calm and professional in high stress situations.
• Clear Communication skills that will be reflected through written and verbal mediums.
• Able to quickly understand and learn Information Technology & systems terminology and interaction flows.
• Experience in any of the following technologies: ServiceNow, PagerDuty, AppDynamics, Datadog, SolarWinds, Statuspage a plus
• Global corporate security environment incident experience is a plus but not necessarily required. Experience as a first responder outside of a corporate role (911, law enforcement, etc), not required but great experience to have.
• Adaptable, quick to learn, to learn, be clear communicators and must be able to use their initiative to tackle a broad range of problems.
• Bilingual (Spanish, French, Portuguese) skills preferred (NOT required).