What are the responsibilities and job description for the Problem Manager position at Equifax?
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.
- 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.
- 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
- 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
