USIS Incident Manager

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Proactively manages technical incidents for all Equifax USIS Applications, identifying and mitigating potential issues to prevent customer impact. Collaborates with Technology to efficiently diagnose problems, develop solutions, and determine root causes. Responsible for providing timely status updates and effective communication with internal stakeholders and customers. Continuously develops expertise in industry, technology, and Equifax Applications to manage incidents directly.

• Leading resolution of incidents while partnering with technology to manage oversight of more complex incidents.
• Serve as the primary communicator, providing timely updates and resolution details to customers, internal users, and senior leaders.
• Take full ownership of incidents, coordinating alignment with the proper technology teams to ensure that incident investigation is leading in a positive direction within a timely manner, documented appropriately, and communicated to the customer.
• Use monitoring tools and dashboards to assist with initial investigation of incidents and active major incident investigations.
• React to configured alerts triggered by monitors and provide first‑level analysis; in some cases, perform an action to mitigate the issue.
• Conduct preliminary reviews of reported incidents and customer configurations to identify potential root causes.
• Validate prioritization and assignment of incidents to the correct technology team on an ongoing basis.
• Maintain accountability for assessing risk to customers and the business.
• Lead incident reviews and engage key contributors for post‑incident analysis, defining root cause and prevention.
• Take an active role in Major Incident management, analyzing monitoring tools, and identifying root cause and forward solutions.
• Partner with Sales & Onboarding Teams to effectively plan for new products and customer migrations.
• Provide rotational support for on‑call Incident Management support.

• Bachelor’s Degree or Associate’s Degree/Technical Certification or equivalent job experience required.
• 2‑5 years of experience in Service Management for an IT‑based organization, or equivalent work experience that demonstrates ability to perform under stressful situations, communicate effectively, and quickly learn IT terms and interaction flows.
• Operates effectively with high energy & flexibility in a fast‑paced, constantly evolving team environment.
• Proven track record of working collaboratively to improve customer experiences.
• Strong interpersonal skills working with diverse audiences including highly technical professionals, developers, and program managers.
• Clear communication skills for both written and verbal mediums.
• Ability to quickly understand and learn technology.
• Problem‑solving ability with an ability to translate complex issues in an understandable, organized way.
• Consistent with Equifax’s flexible work framework, willingness to work Tuesday, Wednesday, and Thursday in Equifax’s Atlanta or Alpharetta offices.

Mid‑Senior level

Full‑time

Information Technology