Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds,  and make a meaningful impact, we want to hear from you.

As a career level Problem Manager with Equifax, you will be responsible for managing all root cause investigations for major incidents involving the Technology Service Management services provided by Equifax.  The team’s primary responsibility is to manage and oversee research and analysis of incidents that impact Equifax systems and services to identify root cause and ensure corrective actions are implemented to minimize future incidents.  This team supports problem management globally & 24x7 including the following locations:  LATAM, Canada, India, Australia/NZ and the United States.

This position does not offer immigration sponsorship (current or future) including F-1 STEM OPT extension support.

This position is based in Alpharetta, GA. This resource should be local to Atlanta and will be required to work from the following Equifax office location - Alpharetta

Corporate Return To Office expectations:  Onsite weekly requirements each Tuesday, Wednesday, and Thursday each week. This is a first shift position. 

Due to the nature of service management / security based positions, this role will require additional onsite responsibilities during the week (Monday and / or Friday) as needed, occasional work outside normal business hours, & possible travel (10% or less), due to the nature of investigations responsibilities.

What you’ll do

Manage and oversee research and analysis of incidents that impact Equifax systems and services to provide restoration in a timely manner.

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

Provide end-to-end outage and business communications. Provide appropriate reporting and drive resolution by working directly with Service Providers.

Collaborate with Business Services, Incident Managers (global across business units) and Global Change Managers to ensure consistent and effective Incident Management Service.

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

Participate in post mortem and problem management and operational issue meetings with focus on recent major incidents, Root Cause Analysis, incident trending, and drive to identify root cause including well defined corrective/preventative action plans.

Act as an escalation point where resolution ownership is disputed. Ensure customer business interests are maintained above those of any specific service.

Provide technical and process guidance support for Incident response Teams.

Define and enforce the capture and tracking of knowledge articles to minimize MTTR as well as, effectively track and reduce repeat issues. Leverage tools to proactively identify operational issues and trends.

What experience you need

You’ve attained a Bachelor's degree, and/or have equivalent experience

You have at least 5 years of experience process and/or problem management, creating process design, managed process policies and procedures, measured team process activities; and continuously improved team adherence to process, all while adhering to industry best practices

You’ve established and overseen measurement of Key Performance Indicators for the processes and development of a Continuous Improvement Program to improve business outcomes

You’ve consulted and partnered with other IT leaders to ensure the team is efficient and effective, and meets the overall needs of the IT organization

Ensured policies and procedures are understood and executed correctly

You have deep understanding and experience with process improvement processes

Experienced with common ITSM Tool Suites and guiding principles

Has a high level of proficiency using Google Suite 

What could set you apart

You have worked in an ITIL environment supporting Problem Management 

You possess strong understanding of the ITIL framework

Experience in any of the following technologies: ServiceNow, PagerDuty, AppDynamics, Datadog, SolarWinds, Statuspage a plus

Bilingual (Spanish, French, Portuguese) skills preferred (NOT required)

Strong research, problem solving, analytic, and project management skills

You possess excellent written and verbal communication skills with the ability to communicate with team members at various levels, including business leaders, and navigate a wide range of internal and external environments

You have a real passion for and the ability to learn new technologies

You have strong critical thinking, technical proficiency, data analysis competency, effective prioritization, and the ability to collaborate with different stakeholders

You've collaborated with Business Services and Change Managers to review change requests, and assist with decisioning and scheduling to minimize the risk of customer impact

You've led and participated in problem management meetings with focus on recent major incidents, Root Cause Analysis, incident trending, and operational issues

You've collaborated with multi-functional teams to ensure new applications and services are in compliance with Technology Operations Center standards, prior to deploying them into production

#LI-Hybrid

#LI-JC2

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible?  Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Primary Location:

USA-Atlanta JV White

Function:

Function - Tech Engineering and Service Ops

Schedule:

Full time