IT Service Manager

Synopsis of the role :

A Technical Service Management Career is responsible for managing all customer impacting incidents involving the services provided by Equifax. The team's primary responsibility is to analyze and resolve incidents that arise in our environments ensuring the impact to our customers are minimized. Proactive responsibilities include the building of Incident Trend and Analysis to identify vulnerabilities, change review to minimize customer impacts, and involvement in operational readiness procedures. This team is also responsible for maintaining the Incident Communications process to ensure on-time and accurate notifications are being sent to internal partners and external customers.

What you will do

• Using your experience and understanding of the ITIL Incident Management processes, you will work in an IT Service Management environment to support a large IT company's ITIL Incident Management Process.  

• Frequently communicate with internal and external senior level executives; Major Incident communications are required to be submitted within strict SLA guidelines so the ability to quickly understand technical information and be able to translate to non-technical updates are a must.

• Responsible for managing major incidents impacting a large number of external customers or internal employees.  Must have the ability to perform well under stressful conditions and provide leadership to a large number of technicians to resolve issues in a timely manner.  Diligence and attention to detail are key skills along with the ability to multitask and prioritize work appropriately.

• Provide oversight of the environment to quickly identify correlating incidents that could evolve to larger events.  Provide guidance and leadership to the other members of the TOC team helping to direct an efficient and highly productive Incident Management team.

• Troubleshoot IT services and identify opportunities for improvement as well as document preventive measures to ensure issues do not recur; share and discuss these findings with Leadership and the Problem Management team to ensure corrective actions or documented and followed through.

What experience you need

• Bachelor's Degree or Associate's Degree/Technical Certification or equivalent job experience required

• Minimum 5 years Incident Management experience working on a technical triage team to remediate customer impacting incidents 

• Work experience in an enterprise 24/7 production environment supporting critical, real-time applications

• You've worked in an enterprise 24/7 production environment supporting critical, real-time applications

• You possess excellent written and verbal communication skills with the ability to communicate with team members at various levels, including business leaders; providing end-to-end incident communications, both internally and externally

• You're experienced working with one or more of the following tools/technologies: ServiceNow, App Dynamics, Apica, Extra Hop, Slack, Pager Duty, or similar tools

What could set you apart

• You're capable of assessing business impact and urgency, declaring major incident and trigger business continuity and/or disaster recovery procedures

• You've collaborated with Business Services and Change Managers to review change requests, and assist with decisioning and scheduling to minimize the risk of customer impact

• You've led and participated in problem management meetings with focus on recent major incidents, Root Cause Analysis, incident trending, and operational issues

• You've collaborated with multi-functional teams to ensure new applications and services are in compliance with Technology Operations Center standards, prior to deploying them into production

• You have a real passion for and the ability to learn new technologies

This is an existing position.

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