Incident Management Support Analyst (Intermediate/3rd shift)

The Technology Operations Center – Incident Management Support Analyst will be part of a global team providing 24x7-support which is responsible for the Event and Incident Management of all Equifax customer facing and internal-use applications and infrastructure. We are looking for an intermediate level professional who is aligned to working a third shift position full time. The primary goal is to identify possible incidents and mitigate the problem prior to customers being impacted. This position requires a partnership with business sponsors, project managers, application support, networking, and system administrators as well as the business owners.

• 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 (as a 3rd shift position, Tuesday through Thursday 12 am to 8am EDT each week).
• Initial training will be a first shift for the first three weeks (between the hours of 8am and 5 pm Monday through Friday)
• Due to the nature of incident management / security, 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

• Monitor Equifax Applications and Infrastructure.
• Perform initial analysis of alert events to determine next steps.
• Perform basic System administration tasks in order to provide level 1 NixSA and WinSA services.
• Take an active role in Incident Management bridge lines and chats. Be able to coordinate lower priority issues, ensuring the proper teams are engaged, moving the incident investigation in a positive direction, ensuring the incident is resolved in a timely fashion, and updating incident record documentation.
• Fault handling and escalation (identifying and responding to faults on systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution).
• Global support is provided 24x7 with teams working in shifts (includes LATAM, Canada, India, Australia and the United States).
• Provides an “eyes on glass” presence to ensure that system degradation or failure is identified immediately.
• Provided with the tools and training to react to the alerting triggered by our monitors by providing first level analysis and in most cases performing an action to mitigate the issue.
• Will be required to communicate directly with our external customers in the case when there is an overflow of calls to our TOC Service Desk Operator.
  
  

What Experience You Need

• A Bachelor’s Degree in a Technology field OR equivalent work experience
• Minimal of 2 to 5 years of relevant working experience in related IT Service Management / Incident Management, First Response, and/or has held similar positions.
• Must have a solid understanding of the ITIL Incident Management Processes in IT Service Management environments.
• Has a high level of proficiency using Google Suite (Google Sheets especially) along with experience using SQL and other data analysis tools
• Must have experience and be willing to work required shift of 12 am to 8 am EDT (Monday through Friday) each week AND be willing to train the first three weeks within 1st shift hours (8am to 5 pm EDT time frame)
  
  

What could set you apart

• Displays the ability to perform at a high level under stressful situations, respond with urgency where needed, and remain calm and professional in high stress situations.
• Clear Communication skills that will be reflected through written and verbal mediums.
• Able to quickly understand and learn Information Technology & systems terminology and interaction flows.
• Experience in any of the following technologies: ServiceNow, PagerDuty, AppDynamics, Datadog, SolarWinds, Statuspage a plus
• Bilingual (Spanish, French, Portuguese) skills preferred (NOT required)
• Global corporate security environment incident experience is a plus but not necessarily required. Experience as a first responder outside of a corporate role (911, law enforcement, etc), not required but great experience to have.
• Adaptable, quick to learn, o learn, be clear communicators and must be able to use their initiative to tackle a broad range of problems.