IT Service Manager

@ Equifax

Role Overview

The IT Service Manager at Equifax manages all customer impacting incidents involving the services provided. In this role, you will analyze and resolve incidents, ensuring minimal impact to customers. You will also build incident trend analyses to identify vulnerabilities and support operational readiness procedures.

What You Will Do

Using your ITIL Incident Management expertise, you will support Equifax's incident processes. Key responsibilities include:

• Communicating frequently with internal and external senior executives.
• Managing major incidents impacting numerous customers and staff.
• Providing leadership to technicians during crisis resolution.
• Monitoring the environment to identify correlating incidents.
• Guiding the TOC team for effective incident resolution.

Additional Responsibilities

Troubleshoot IT services, identify improvement opportunities, and document preventive measures. Collaborate with Leadership and the Problem Management team to ensure corrective actions. Your role includes active participation in change reviews to minimize customer impact.

What Experience You Need

• Bachelor’s Degree, Associate's Degree/Technical Certification, or equivalent experience.
• Minimum 5 years of Incident Management experience on a technical triage team.
• Experience in a 24/7 production environment with critical, real-time applications.
• Excellent written and verbal communication skills across all levels.
• Proficiency with tools such as ServiceNow, App Dynamics, Apica, Extra Hop, Slack, Pager Duty, or similar.

What Could Set You Apart

• Ability to assess business impact and declare major incidents.
• Experience collaborating with Business Services and Change Managers.
• Participation in problem management and root cause analysis meetings.
• Experience ensuring application compliance with Technology Operations Center standards.
• Passion for and ability to learn new technologies.

Key Skills/Competency

• ITIL
• Incident Management
• Communication
• Leadership
• Troubleshooting
• Technical Triage
• Change Management
• Problem Management
• ServiceNow
• Operational Readiness