The Service Manager is responsible for Service Management duties within a region / country. This includes managing all customer-impacting incidents involving the services provided by Equifax.
Analyzing and resolving incidents that arise in our environments to ensure the impact to our customers is minimized is a key function.
What you’ll do :
Leads technical triage bridge lines to fast restoral of customer-impacting incidents. Leverages technical knowledge and leadership ability to direct technical teams to the root cause and resolution in a timely fashion.
Provide end-to-end internal and external incident communications.
Collaborate with Business Services Managers to review change requests within our environment to assist with decisions and scheduling to minimize risks of customer impacts.
Lead problem management meetings with a focus on recent major incidents, Root Cause Analysis, incident trending, and operational issues
Collaborate with Operational Readiness teams to ensure new applications and services have met the Technology Operations Center requirements before rolling out to production.
What experience you need
Minimum 2+ years experience working in conducting IT service management work processes and coordinating with technical resources.
Minimum 1 year of experience working in a 24 / 7 production environment supporting critical, real-time applications
Minimum 1 year of experience working with one or more of the following tools / technologies : ServiceNow, AppDynamics, Apica, PagerDuty, or similar tools
Proficient English skills B2 - C1
What could set you apart
BS or Associate's Degree / Technical Certification or equivalent job experience required
You're capable of assessing business impact and urgency, declaring major incidents, and trigger business continuity and / or disaster recovery procedures
You've collaborated with Business Services Managers to review change requests and assist with decisions and scheduling to minimize the risk of customer impact
You've led and participated in problem management meetings with a 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
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
ITIL V3 or V4 Certification
Ability to communicate freely and clearly across all levels
We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24 / 7, life insurance, gym facilities, collaborative workspaces, free transportation and parking, subsidized cafeteria, solidarity association, and organizational growth potential through our online learning platform with guided career tracks.
If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.