Customer Success Incident Manager

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

This position requires developing functional specifications that satisfy client requirements (large scale), lead team members, clients, and other stakeholders in reviewing and refining requirements. Capture and refine requirements across multi-disciplinary teams and actively address issues; setting priorities when appropriate.

What you'll do

• Provide client updates on high priority incidents on a 24/7 basis per their contract Service Level Agreements
• Create and manage email communications to key clients. Be an escalation point 24/7/365 for the client relating to incident activity
• Participate on incident bridges to gather information for key clients. Provide internal and external updates during and post incident
• Participate in recurring business review meetings to gather information for key clients
• Establish metrics and reporting with contributions from ITSM process owners
• Define critical success factors and key performance indicators (KPI) for the processes.
• Track and analyze trends and generate statistical reports.
• Perform trend analysis to anticipate potential problems for proactive resolution.
• Provide reporting for audit and governance of processes
• Assist in monitoring and/or crafting clients facing Root Cause Analysis reports and deliver to the client. Attend regular key client meetings covering change, incident and other Equifax Workforce Solutions support needs
• Collaborate with architecture, DevOps, and Infrastructure teams to identify the root cause for recurring incidents and create action-plans for resolution.

What experience you need

• Minimum 5-7 years of experience working with external clients in a technical support capacity
• Minimum of 3 years of experience with incident response and/or post problem review
  
  • i.e . Understanding of load balancers and how they work, service latency (errors vs latency)
• Minimum of 3 years of experience with metrics and reporting experience in a technical environment

What could set you apart

• Ability to provide key client specific incidents and change reports.
• Ability to provide executive communication to a global audience providing accurate details of the incident and impacts to the business
• Ability to provide key client Service Level Agreement reporting
• Ability to context switch between technical and business discussions/communications
• Understanding of cloud (preferably GCP)
• Google Digital Cloud Leader (or higher) certification is a bonus
• ITSM Certification(s) is a bonus

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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Primary Location:
USA-St. Louis-Lackland

Function:
Function - Tech Engineering and Service Ops

Schedule:
Full time