Senior Technology Operations Manager

A Technology Operations Manager is responsible for managing 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

• Functions as a team lead in an IT Operations environment with previous experience providing senior level support within a large IT company's ITIL Incident Management Process

• Demonstrates excellent communications skills not only be able to provide Major Incident Management of issues but also be able to interact with senior executives internally and externally

• Works with senior management to establish new processes and continuously improve our current Incident Management process

• Takes ownership of the Equifax production environments, ensuring that the services are stable and performing up to expectations; Stays involved in the day-to-day issues assisting with escalations and correlating incidents; Consistently keeps the customer first with the primary goal being the customer satisfaction

• Provides team leadership for a global Incident Management team, taking an active role coaching and mentoring for the team's individual growth as well as overall team performance/ metrics.

• Creates reports to track overall Incident Management performance as well as trend analysis to identify areas of improvement.

What experience you need

• Bachelor’s Degree or Associate's Degree/Technical Certification or equivalent job experience required

• Minimum 7+ years of Operations Management experience

• Experience working in an enterprise 24/7 production environment supporting real-time applications

• Previous experience as Team Lead or managing small IT Operations Management Teams is a plus

• 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, DataDog, Splunk, Chaos, Chat, Pager Duty, or similar tools

• 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 worked in a mixed environment of technology including on premises and cloud workloads

What could set you apart

• Previous experience as Team Lead or managing small IT Operations Management Teams is a plus

• 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 have a real passion for and the ability to learn new technologies

• You have demonstrated the use of AI in optimizing processes and procedures

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