(GSOC) Incident Analyst

Equifax; Louisville (KY); Remote; USD 50,000 - 75,000; Full time

Job summary

A leading company is seeking an Incident Analyst for their Global Support Operations Center. This role involves providing 24/7 support, resolving system and network issues, and collaborating with various teams to maintain service integrity. Ideal candidates will have a degree in Computer Sciences or relevant experience, along with strong troubleshooting and communication skills.

Qualifications

• 1–3 years of experience in a Network Operations Center.
• Certifications such as Network+, A+, Linux CentOS 7, AWS Cloud Practitioner, Security+, ITIL v4/ITSM.

Responsibilities

• Respond as the first line of defense for 24/7 support, resolving system and network issues.
• Investigate and respond to issues, minimizing customer impact.
• Collaborate with Network Engineers and Product Development teams.

Skills

Troubleshooting

Communication

Database analysis

Technical support

Education

Degree in Computer Sciences

Tools

SQL

Oracle

Linux

AWS Cloud

Job description

Join to apply for the (GSOC) Incident Analyst role at Equifax

The Global Support Operations Center (GSOC) supports Insights’ Products, Services, Infrastructure, and Platforms on a 24x7x365 basis. The Operations Center (OC) provides Tier 1 and Tier 2 support using the ITIL (ITSM) Framework for issue tracking, aiming to improve Service Delivery and customer satisfaction. Its mission is to reduce escalations, improve operational efficiency through process and automation improvements, and decrease incidents and problems by isolating issues and implementing solutions.

As a first-line responder on the 24/7 support team, you will address system and network problems promptly, investigating and responding to minimize customer impact. You will follow established procedures to escalate issues and report service interruptions to leadership and relevant agencies. Success is typically measured by product uptime.

This role is on 2nd shift, Monday to Friday, from 3:30 PM to 12 AM EST. It is remote, but candidates may need to occasionally visit the Louisville or St. Louis office, depending on their location and accessibility.

What You'll Do

1. Respond as the first line of defense for 24/7 support, resolving system and network issues.
2. Investigate and respond to issues, minimizing customer impact.
3. Follow escalation procedures, report service interruptions, and aim for high product uptime.
4. Collaborate with Network Engineers, Product Development, and Implementation teams to maintain network integrity.
5. Utilize database analysis tools.
6. Support Windows or Linux-based applications in a customer service capacity.

What Experience You Need

• Degree in Computer Sciences or 1–3 years of experience in a Network Operations Center.

What Could Set You Apart

• Experience troubleshooting application processes.
• Strong communication skills to convey complex technical information effectively.
• Ability to work under pressure with management at various levels.
• Support Center/Call Center experience preferred.
• Certifications such as Network+, A+, Linux CentOS 7, AWS Cloud Practitioner, Security+, ITIL v4/ITSM, and experience with SQL, Oracle, Linux, and basic networking.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management and Manufacturing