Incident Management And Communications Senior Lead

Equifax Alpharetta , GA 30023

Posted 8 months ago

Who is Equifax?

Equifax is a global information solutions company that uses trusted unique data, creative analytics, technology and industry expertise to power organizations and individuals around the world by transforming knowledge into insights that help make more informed business and personal decisions.

Regardless of location or role, the individual and collective work of our people makes a difference in our business. We are looking for individuals who can help us disrupt the marketplace. You will do this by delivering leading-edge technology to build and deliver unparalleled customized insights that enrich both the performance of businesses and the lives of consumers.

Job summary:

As the Incident Management and Communications Senior Lead you will be responsible for managing all customer impacting incidents involving the services provided by Equifax. Your team's main responsibility is to analyze and resolve incidents that arise in our environments ensuring the impact to our customers are minimized. Dedicated responsibilities include the building of Incident Trend and Analysis to identify vulnerabilities, change review to minimize customer impacts, and involvement in operational readiness procedures. You will also maintain the Incident Communications process to ensure on-time and accurate notifications are being sent to internal partners and external customers.

Your main responsibilities:

  • Manage a team of Incident Management professionals, providing guidance, mentoring, and training in order to provide a world-class Incident Management and Communications service to Equifax and its customers.

  • Manage and oversee the research and analysis efforts of incidents impacting Equifax systems and services, in efforts to provide restoration in a timely fashion.

  • Ensure timely service and support engagement (cross-tower, external, etc.)

  • Provide end-to-end internal and external incident communications.

  • Assess business impact and urgency, declare major incident and trigger business continuity procedures or disaster recovery as applicable

  • Participate in post-mortem meetings and drive to identify root cause including well-defined corrective/preventative action plans

  • Acts as escalation point for occasions when senior leadership is required on triage bridgelines.

  • Provides technical and process guidance support for Incident response Teams

  • Collaborate with Business Services and Change Managers to review change requests within our environment to assist with decisioning and scheduling to minimize risks of customer impacts.

  • Use tools to actively identify operational issues and trends

  • Participate in problem management meetings with 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 prior to rolling out to production.

  • Define and enforce the capture and tracking of knowledge articles to minimize MTTR as well as, effectively track and reduce repeat issues

Experience that makes you a great fit:

  • 7+ years' experience managing successful teams in the IT Operations area

  • 5+ years experience working in an Incident Management role

  • Understanding of ITIL processes (incident management, change management, problem management, knowledge management, configuration management)

  • Experience managing technology areas through major incidents and outages

  • Management of Incidents is a 24X7 service. Flexibility in work schedule is necessary.

  • Ability to lead and mentor resources in troubleshooting techniques and incident management process

  • Experience analyzing and reporting on incident management trends and identification of problems and root cause analysis

Experience that makes you stand out:

  • Experience with ServiceNow (nice to have)
  • ITIL Foundation, v.3 Certification or higher (nice to have)

The Perks of being an Equifax Employee?

We offer an excellent compensation packages with high-reaching market salaries and 401k matching, along with the works: comprehensive healthcare packages, schedule flexibility, work from home opportunities, paid time off, and organizational growth potential.

This position sits in our Alpharetta location, which includes a state of the art gym, onsite dry cleaning services, onsite caf, food trucks Monday through Thursday, and several excellent restaurants nearby in case you want to explore the area.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. To speak to us about this role in more detail apply online.

Primary Location:

USA-Atlanta JV White


Function - IT Operations / Platforms


Full time

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Incident Management And Communications Senior Lead