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Software Engineer - Career - Duty 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.

The role of a Duty Manager is essential for ensuring the continuity of IT services. The Duty Manager plays a crucial role in Incident Management and Service Operation processes.

What You’ll Do

  • Incident Management: The Duty Manager is responsible for overseeing and coordinating the resolution of major incidents. They ensure that the Incident Management process is followed effectively, aiming to restore normal service as quickly as possible, awareness of urgency to resolve
  • Availability: Monitoring and managing the availability of IT services, especially during non-standard hours. They may initiate actions to address service interruptions and outages.
  • Communication: Maintaining clear and timely communication with stakeholders, including customers, technical teams, and senior management. They provide updates on incident status and resolution progress.
  • Escalation: Identifying situations that require escalation to higher management or other teams, such as Problem Management or Change Management, to expedite resolution. Resource Coordination: Ensuring that the right resources (engineers, support teams, etc.) are available and engaged in resolving incidents, and managing their workload effectively. Documentation: Keeping accurate records of incidents, actions taken, and resolutions achieved. This includes ensuring that all incidents are documented in the ITSM (IT Service Management) system. Continuous Improvement: Identifying opportunities for process improvement within Incident Management and related processes. They contribute to post-incident reviews and lessons learned.
  • On-Call Support: The Duty Manager may be part of an on-call rotation to address critical incidents that occur outside of regular business hours. Risk Management: Assessing and mitigating risks associated with ongoing incidents, and making decisions to minimize business impact.

Must Haves

  • BS or MS degree in a STEM major or equivalent job experience required
  • 5 + years in a similar role in a 24/7 support profile
  • Multi shored delivery team and clients
  • Strong sense of customer
  • Process improvement
  • ITIL 3/4 Certification, ServiceNow Platform

Extra Points for any of the Following

  • Experience in any additional technical skills

We offer a hybrid work setting, comprehensive compensation and healthcare packages, attractive 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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