IT Service Manager

Technical Service Management Intermediate

A Technical Service Management Intermediate is responsible for handling 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:

1. Using your experience and understanding of the ITIL Incident Management processes, you will work in an IT Service Management environment to manage bridge lines and oversee incidents
2. You will demonstrate excellent verbal and written communications skills and a strong understanding of technical language to communicate directly with our internal and external customers as well as support groups.
3. Be responsible for managing and overseeing low priority incidents opened for VIP external customers and internal employees ensuring that these incidents are resolved in a timely manner, documented appropriately, and communicated to the customer; this includes managing bridge lines involving external customers and internal support.
4. You will use monitoring tools and dashboards to assist with initial investigation of incidents assigned as well as assisting with active major incident investigations.
5. You will be required to react to configured alerts triggered by our monitors and provide first level analysis; in some cases, you will perform an action to mitigate the issue.
6. Take an active role in Major Incident Management bridge lines and chats assisting the Technical Duty Officers by scribing incidents, analyzing monitoring tools, and correlating child incidents as teams work towards resolution; this action will require the ability to act with urgency but remain calm and professional in high stress situations.
7. Some IT experience in the Incident or Event Management area is preferred but having the technical acumen to be able to quickly learn technology terms, flows, and high level system designs is required.

What experience you need:

• Bachelor's Degree or Associate's Degree/Technical Certification or equivalent job experience required
• 2-5 years experience in Service Management for an IT based organization OR
• Equivalent work experience that displays the ability to perform at a high level under stressful situations, communicate well through written and verbal mediums, and the ability to quickly understand and learn Information Technology terms and interaction flows
• 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: ESP-Madrid Castellana

Function: Tech Engineering and Service Ops

Schedule: Full time