USIS Incident Manager

Alpharetta, GA

Full-time

Onsite

Entry, Mid Level

Equifax is where you can power your possible. The USIS Incident Manager will proactively manage technical incidents for Equifax USIS Applications, ensuring timely communication and resolution while collaborating with technology teams to mitigate potential issues.

Apply Now

Responsibilities

You will work in an Operations / Service environment leading resolution of incidents while partnering with technology to manage oversight of more complex incidents
Serve as the primary communicator, providing timely updates and resolution details to customers, internal users, and senior leaders
You will take full ownership of incidents, coordinating alignment with the proper technology teams to ensure that incident investigation is leading in a positive direction within a timely manner, documented appropriately, and communicated to the customer
You will use monitoring tools and dashboards to assist with initial investigation of incidents assigned as well as assisting with active major incident investigations
You will be required to react to configured alerts triggered by our monitors and provide first level analysis; in some cases, you will perform an action to mitigate the issue
Conduct preliminary reviews of reported incidents and customer configurations to identify potential root causes
On-going validation of prioritization and assignment of incidents to the correct technology team
Continued accountability for accessing the level of risk to Customers and the business
Lead incident reviews and engage key contributors for post-incident analysis, defining root cause and prevention
Take an active role in Major Incident management, analyzing monitoring tools, and identifying root cause and forward solutions
Partners with Sales & Onboarding Teams to effectively plan for new products and customer migrations
Provide rotational support for on-call Incident Management support

Qualification

Required

Bachelor's Degree or Associate's Degree/Technical Certification or equivalent job experience required
2-5 years experience in Service Management for an IT based organization OR Equivalent work experience that displays the ability to perform at a high level under stressful situations, communicate well through written and verbal mediums, and the ability to quickly understand and learn Information Technology terms and interaction flows
Operates effectively with high energy & flexibility in a fast-paced, constantly-evolving team environment
Proven track record of working collaboratively to improve customer experiences
Strong interpersonal skills while working with diverse audiences including highly technical professionals, developers, and program managers
Clear Communication skills for both written and verbal mediums
Ability to quickly understand and learn Technology
Problem solving with an ability to translate complex issues in an understandable, organized way
Consistent with Equifax's 3|2+2 flexible work framework, a willingness to work Tuesday, Wednesday, and Thursdays in Equifax's Atlanta or Alpharetta based offices