IT Service Manager

Synopsis of the role:

An IT Service Manager is responsible for managing all customer-impacting incidents involving 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 is minimized. Proactive responsibilities include building Incident Trend and Analysis to identify vulnerabilities, conducting change reviews 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 sent to internal partners and external customers.

What You Will Do:

• Utilize your experience and understanding of ITIL Incident Management processes within an IT Service Management environment to support Equifax's large ITIL Incident Management Process.
• Communicate frequently with internal and external senior-level executives; Major Incident communications must be submitted within strict SLA guidelines, requiring the ability to quickly understand technical information and translate it into non-technical updates.
• Manage major incidents impacting a large number of external customers or internal employees.
• Perform well under stressful conditions and provide leadership to technicians to resolve issues in a timely manner.
• Demonstrate diligence and attention to detail, along with the ability to multitask and prioritize work appropriately.
• Provide oversight of the environment to quickly identify correlating incidents that could evolve into larger events.
• Offer guidance and leadership to other members of the TOC team, directing an efficient and highly productive Incident Management team.
• Troubleshoot IT services, identify opportunities for improvement, and document preventive measures to ensure issues do not recur; share findings with Leadership and the Problem Management team to ensure corrective actions are documented and followed through.

What Experience You Need:

• Bachelor’s Degree or Associate's Degree/Technical Certification or equivalent job experience.
• Minimum 5 years of 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.
• 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.
• Experience 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:

• Capable of assessing business impact and urgency, declaring major incidents, and triggering business continuity and/or disaster recovery procedures.
• Collaborated with Business Services and Change Managers to review change requests, assisting with decisioning and scheduling to minimize the risk of customer impact.
• Led and participated in problem management meetings with a focus on recent major incidents, Root Cause Analysis, incident trending, and operational issues.
• Collaborated with multi-functional teams to ensure new applications and services comply with Technology Operations Center standards before deployment into production.
• Possess a passion for and the ability to learn new technologies.

Key skills/competency:

• ITIL Incident Management
• ServiceNow
• Major Incident Management
• Communication Skills
• Root Cause Analysis
• SLA Management
• Problem Management
• Technical Triage
• 24/7 Operations
• Leadership