What are the responsibilities and job description for the USIS Incident Manager position at Equifax?
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Proactively manages technical incidents for all Equifax USIS Applications, identifying and mitigating potential issues to prevent customer impact. Collaborates with Technology to efficiently diagnose problems, develop solutions, and determine root causes. Responsible for providing timely status updates and effective communication with internal stakeholders and customers. Continuously develops expertise in industry, technology, and Equifax Applications to manage incidents directly.
What you will do
You will work in an Operations / Service environment leading resolution of incidents while partnering with technology to manage oversight of more complex incidents.
Serve as the primary communicator, providing timely updates and resolution details to customers, internal users, and senior leaders.
You will take full ownership of incidents, coordinating alignment with the proper technology teams to ensure that incident investigation is leading in a positive direction within a timely manner, documented appropriately, and communicated to the customer
You will use monitoring tools and dashboards to assist with initial investigation of incidents assigned as well as assisting with active major incident investigations.
You will be required to react to configured alerts triggered by our monitors and provide first level analysis; in some cases, you will perform an action to mitigate the issue.
Conduct preliminary reviews of reported incidents and customer configurations to identify potential root causes.
On-going validation of prioritization and assignment of incidents to the correct technology team.
Continued accountability for accessing the level of risk to Customers and the business.
Lead incident reviews and engage key contributors for post-incident analysis, defining root cause and prevention.
Take an active role in Major Incident management, analyzing monitoring tools, and identifying root cause and forward solutions.
Partners with Sales & Onboarding Teams to effectively plan for new products and customer migrations.
Provide rotational support for on-call Incident Management support.
What experience you need
Bachelor’s Degree or Associate's Degree/Technical Certification or equivalent job experience required
2-5 years experience in Service Management for an IT based organization OR
Equivalent work experience that displays the ability to perform at a high level under stressful situations, communicate well through written and verbal mediums, and the ability to quickly understand and learn Information Technology terms and interaction flows
Operates effectively with high energy & flexibility in a fast-paced, constantly-evolving team environment.
Proven track record of working collaboratively to improve customer experiences.
Strong interpersonal skills while working with diverse audiences including highly technical professionals, developers, and program managers.
Clear Communication skills for both written and verbal mediums
Ability to quickly understand and learn Technology
Problem solving with an ability to translate complex issues in an understandable, organized way
Consistent with Equifax’s 3|2 2 flexible work framework, a willingness to work Tuesday, Wednesday, and Thursdays in Equifax’s Atlanta or Alpharetta based offices.