Manager - India Incident Management

What You’ll Do

• Lead and manage a team of Incident Coordinators / Managers in India.
• Monitor Equifax Applications and Infrastructure.
• Perform initial analysis of alert events and guide the team in determining next steps.
• Ensure the team performs basic System Administration tasks to provide Level 1 NixSA and WinSA services.
• Lead and participate actively in Incident Management bridge lines and chats. Oversee the team's coordination of low-priority issues, ensuring proper team engagement, incident investigation progress, timely resolution, and accurate documentation.
• Oversee fault handling and escalation (identifying and responding to faults, liaising with 3rd party suppliers, and handling escalation).
• Ensure 24x7 support coverage with team shift management across time zones.
• Provide an “eyes on glass” presence, ensuring immediate identification of system degradation or failure, and guide the team in the same.
• Provide the team with tools, training, and guidance to react to alerting, provide first-level analysis, and perform mitigation actions.
• Manage communication with external customers during overflow situations.
• Mentor, train, and develop Incident Coordinators, fostering a high-performing team environment.
• Conduct performance reviews and provide feedback to team members.
• Ensure adherence to ITIL Incident Management processes and Equifax policies.
• Drive continuous improvement initiatives within the team and the incident management process.
  

What Experience You Need

• A Bachelor’s Degree in a Technology field OR 5+ years of equivalent work experience.
• English (B2+).
• High School Diploma.
• 3+ years of experience in Incident Management or a related field.
• 2+ years of experience in a supervisory or team lead role.
• Experience managing a team in India or remotely.
  

What Could Set You Apart

• ServiceNow
• PagerDuty
• Datadog
• SolarWinds
• GCP
• Statuspage
• Experience with performance management and team development.