Synopsis of the role : A Technical Service Management Career is responsible for managing all customer impacting incidents involving the services provided by Equifax. The team’s primary responsibility is to analyze and resolve incidents that arise in our environments ensuring the impact to our customers are minimized. Proactive responsibilities include the building of Incident Trend and Analysis to identify vulnerabilities, change review to minimize customer impacts, and involvement in operational readiness procedures. This team is also responsible for maintaining the Incident Communications process to ensure on-time and accurate notifications are being sent to internal partners and external customers. What you will do Using your experience and understanding of the ITIL Incident Management processes, you will work in an IT Service Management environment to support a large IT company's ITIL Incident Management Process. Frequently communicate with internal and external senior level executives; Major Incident communications are required to be submitted within strict SLA guidelines so the ability to quickly understand technical information and be able to translate to non-technical updates are a must. Responsible for managing major incidents impacting a large number of external customers or internal employees. Must have the ability to perform well under stressful conditions and provide leadership to a large number of technicians to resolve issues in a timely manner. Diligence and attention to detail are key skills along with the ability to multitask and prioritize work appropriately. Provide oversight of the environment to quickly identify correlating incidents that could evolve to larger events. Provide guidance and leadership to the other members of the TOC team helping to direct an efficient and highly productive Incident Management team. Troubleshoot IT services and identify opportunities for improvement as well as document preventive measures to ensure issues do not recur; share and discuss these findings with Leadership and the Problem Management team to ensure corrective actions or documented and followed through. What experience you need Bachelor’s Degree or Associate's Degree/Technical Certification or equivalent job experience required Minimum 5 years Incident Management experience working on a technical triage team to remediate customer impacting incidents Work experience in an enterprise 24/7 production environment supporting critical, real-time applications You've worked in an enterprise 24/7 production environment supporting critical, real-time applications You possess excellent written and verbal communication skills with the ability to communicate with team members at various levels, including business leaders; providing end-to-end incident communications, both internally and externally You're experienced working with one or more of the following tools/technologies: ServiceNow, App Dynamics, Apica, Extra Hop, Slack, Pager Duty, or similar tools What could set you apart You're capable of assessing business impact and urgency, declaring major incident and trigger business continuity and/or disaster recovery procedures 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 You have a real passion for and the ability to learn new technologies Primary Location: CAN-Toronto-5700 Yonge Function: Function - Tech Engineering and Service Ops Schedule: Full time At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. For US Applicants If you'd like more information on your EEO rights under the law, please view our EEO Policy Statement, EEO is the Law Declarations, and Nondiscrimination Provision. If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to GTA@equifax.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. Equifax participates in E-Verify and Right to Work (English and Spanish).
