Manager - India Incident Management

1 day ago

Thiruvananthapuram, Kerala, India Equifax Full time

Equifax is where you can power your possible. We seek individuals to achieve their potential, develop new skills, and collaborate with bright minds. The Technology Operations Resilience Center – Incident Management Supervisor will lead a team providing 24x7 support for Event and Incident Management of all Equifax applications and infrastructure. The primary goal is to identify and mitigate incidents proactively. This role requires partnership with business sponsors, project managers, application support, networking, system administrators, and business owners.

What You'll Do

  • Lead and manage a team of Incident Coordinators / Managers in India.
  • Monitor Equifax Applications and Infrastructure.
  • Perform initial analysis of alert events and guide the team in determining next steps.
  • Ensure the team performs basic System Administration tasks to provide Level 1 NixSA and WinSA services.
  • Lead and participate actively in Incident Management bridge lines and chats. Oversee the team's coordination of low-priority issues, ensuring proper team engagement, incident investigation progress, timely resolution, and accurate documentation.
  • Oversee fault handling and escalation (identifying and responding to faults, liaising with 3rd party suppliers, and handling escalation).
  • Ensure 24x7 support coverage with team shift management across time zones.
  • Provide an "eyes on glass" presence, ensuring immediate identification of system degradation or failure, and guide the team in the same.
  • Provide the team with tools, training, and guidance to react to alerting, provide first-level analysis, and perform mitigation actions.
  • Manage communication with external customers during overflow situations.
  • Mentor, train, and develop Incident Coordinators, fostering a high-performing team environment.
  • Conduct performance reviews and provide feedback to team members.
  • Ensure adherence to ITIL Incident Management processes and Equifax policies.
  • Drive continuous improvement initiatives within the team and the incident management process.

What Experience You Need

  • A Bachelor's Degree in a Technology field OR 5+ years of equivalent work experience.
  • English (B2+).
  • High School Diploma.
  • 3+ years of experience in Incident Management or a related field.
  • 2+ years of experience in a supervisory or team lead role.
  • Experience managing a team in India or remotely.

What Could Set You Apart
Experience in any of the following technologies:

  • ServiceNow
  • PagerDuty
  • Datadog
  • SolarWinds
  • GCP
  • Statuspage
  • Experience with performance management and team development.

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential.

Equifax is an Equal Opportunity Employer.

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