Service Manager
Equifax
Heredia, Heredia, Costa Rica
hace 5 días

Service Manager

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.

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