Equifax is a global company that provides technology operations resilience services. They are seeking an Incident Coordinator to monitor applications and infrastructure, perform initial analysis of alerts, and manage incident response to minimize customer impact.
Perform initial analysis of alert events to determine next steps
Perform basic System administration tasks in order to provide level 1 NixSA and WinSA services
Take an active role in Incident Management bridge lines and chats. Be able to coordinate lower priority issues, ensuring the proper teams are engaged, moving the incident investigation in a positive direction, ensuring the incident is resolved in a timely fashion, and updating incident record documentation
Fault handling and escalation (identifying and responding to faults on systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution)
Global support is provided 24x7 with teams working in shifts (includes LATAM, Canada, India, Australia and the United States)
Provides an “eyes on glass” presence to ensure that system degradation or failure is identified immediately
Provided with the tools and training to react to the alerting triggered by our monitors by providing first level analysis and in most cases performing an action to mitigate the issue
Will be required to communicate directly with our external customers in the case when there is an overflow of calls to our TOC Service Desk Operator
Qualification
Required
Bachelor's Degree in a Technology field OR equivalent work experience
Up to 2 years of relevant working experience in related IT Service Management / Incident Management, First Response/Law Enforcement, and/or has held similar positions
Must be willing to work one of the required afternoon or evening (preferred) shifts (Monday thru Friday OR Sunday thru Thursday OR Saturday thru Wednesday)
Local to Atlanta and will be required to work from the following Equifax office location - Alpharetta
Onsite weekly requirements each Tuesday, Wednesday, and Thursday
Due to the nature of incident management / security, this role may require additional onsite responsibilities during the week as needed, occasional work outside normal business hours, & possible travel (10% or less), and a holiday on-call rotation
Preferred
Proficiency using Google Suite (Google Sheets especially)
Displays the ability to perform at a high level under stressful situations, respond with urgency where needed, and remain calm and professional in high stress situations
Clear Communication skills that will be reflected through written and verbal mediums
Able to quickly understand and learn Information Technology & systems terminology and interaction flows
Experience in any of the following technologies: ServiceNow, PagerDuty, AppDynamics, Datadog, SolarWinds, Statuspage a plus
Global corporate security environment incident experience is a plus but not necessarily required
Experience as a first responder outside of a corporate role (911, law enforcement, etc), not required but great experience to have
Adaptable, quick to learn, to learn, be clear communicators and must be able to use their initiative to tackle a broad range of problems
