The production operations team is on the front line of operational support and customer service, responding to system incidents in a timely manner and continuously reducing their number and impact.
The role provides immediate operational support for technology assets and collaborates with the squads to diagnose, troubleshoot and resolve any issues.
What You'll Do
Shift based work 24/7 based on Roster including weekends.
Maintain and continue monitoring Backlog/Prioritisation
Increase monitoring coverage across applications
Mentor and guide Junior Prod ops Team members
Drive Problem tasks resolutions with engineering teams
Take ownership of customer issues and see them through to resolution
Setup application health alerts using monitoring tools
Execute health checks on applications.
Research, diagnose, troubleshoot and identify solutions to resolve system issues.
Maintain a knowledge base and incident run sheet per system, resolutions and known errors.
Prioritise and manage several open issues at one time.
Carry the pager and serves on the on-call, after-hours support roster.
Follow standard ITSM procedures, including communications and escalation of unresolved
issues.
Support the SRE team members and take on SRE tasks from time to time
Lead by example and live by the values of Equifax
Deliver on any other responsibility given by the manager
What Experience You Need
BS degree in a STEM major or equivalent job experience required
8+ years experience with monitoring tools AppDynamics, DataDog,
Splunk , Elastic Search or similar
8+ years experience in system support, coding or operations.
Proven work experience as a Technical Support Engineer, Desktop
Support Engineer, IT Help Desk Technician, or similar role
Hands-on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices, and other
tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software
Excellent problem-solving and communication skills
Provide step-by-step technical help, both written and verbal
What could set you apart
Active Cloud Certification
Proficiency in system administration across Linux/Windows systems
Proficiency in continuous integration and continuous delivery tooling and practices
Strong analytical and troubleshooting skills
Passionate about working within DevOps culture, learning new technologies and automation
Takes pride in and ownership of system performance, reliability and optimization
