Technology Operations Analyst

**7month_Fixed Term Contract**

**Who is Equifax?**

Equifax is a leading global data, analytic and technology company, supporting customers across 24 countries. We have been serving the Australian and New Zealand markets for over 60 years. Through continuously adapting to our environment, not only have we remained a market leader, we drive and challenge ourselves to do better to help our customers live their financial best.

Our people are what makes us great at what we do - we see every member of our team as an integral piece of a jigsaw. We celebrate differences and recognise that each person brings with them unique talents and perspectives. We provide our people the support and flexibility to manage their work-life balance. At Equifax we genuinely care about our people and our ability to come together as #OneEquifax.

**The perks of being an Equifax employee within the Technology team?**
There are lots of perks of being an Equifax employee - we offer additional leave days as we recognise the importance of taking time out, whether that’s to catch up on some rest, celebrate a birthday, or give back to our community by volunteering. We are committed to the wellbeing of our people and provide them with discounted health cover through BUPA, access to comprehensive hearing services and discounts, and offer 24/7 support through our employee assistance program. Our leadership team fosters a culture of ownership, they will lead, coach, mentor and listen. We support one another to feel confident to speak up and hold each other accountable to work with integrity.

We are a large and truly diverse team with a great representation of different cultures, ages and backgrounds. We celebrate this jigsaw of experience and believe that diversity of thoughts is the key to our success. We are supportive, energised and work collaboratively as a team to achieve our organisational outcomes. We are devoted to learning new technologies and work in a creative and innovative environment. Our team is afforded a unique work/life balance that we highly value.

As a team we are driving our exciting global technology transformation with a customer-centric cloud native approach. While security is at the forefront of our technology offerings, we are also reducing complexities in our systems to create better outcomes for our customers.

**What You’ll do**:
The Technology Operations Center (TOC) Operator/ Analyst will provide Monitoring and Event Management utilizing state of the art technology monitoring and analysis tools. The role provides an “eyes on glass” presence to ensure that system degradation or failure is identified immediately. This person will also be provided with the tools and training to react to the alerting triggered by our monitors by providing first level analysis and in most cases performing an action to mitigate the issue. The ability to communicate well verbally and in written form is key as this person will transition to take part in Incident Management following the identification of a problem.

This support is provided 12 hours, 7 days a week, with teams working in shifts across Australia and the other 12 hours is covered by the United States.

Reporting into the technology duty officer, this role works in conjunction with the Equifax service desk to provide support for our clients.
- Ensure maximum service availability and performance of the systems they support
- Effectively communicate incidents to customers, internal business and management teams, and technology partners.
- Provide support services for Engineering and other technical teams

You’ll support 8 hour day shifts that cover 7 days a week 10am-6pm or 2pm-10pm (changes to 9-9 outside daylight savings)

**What you’ll need**
- Background in performing initial analysis of alert events to determine next steps
- Perform basic System administration tasks in order to provide level 1 service support
- Take an active role in Incident Management bridge lines and chats. Be able to coordinate lower priority issues, ensuring the proper teams are engaged, moving the incident investigation in a positive direction, ensuring the incident is resolved in a timely fashion, and updating incident record documentation.
- Fault handling and escalation (identifying and responding to faults on systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution).
- Maintenance of WIKI and technical documentation (for TOC) of processes and procedures used throughout normal operations.
- Ability to work with a diverse group of technical teams and non technical people..
- Have a great sense of prioritization - being able to manage multiple tasks and prioritize the critical tasks ahead of others.
- Ability to learn new technologies and tools quickly with the appropriate level of training and guidance.

**Success attributes of an Equifax employee; does this describe you?**
- Accountable
- Brave
- Curious
- Collaborative
- Individualist
- Tr