The Incident Manager Sr. Analyst will operate as part of a rotational shift and is responsible for facilitating incident bridge calls and leading service restoration efforts for incidents that fall within their shift. The Incident Manager will effectively assess the situation and business impact, assemble the appropriate Support or Engineering teams to triage the issue and drive internal/external communications to a vast audience. This vital role within Transunion’s incident response framework is ultimately accountable for ensuring that Transunion operates with urgency to quickly resolve customer-impacting incidents and that we communicate to all customers with trust and transparency.

The role requires strong technical knowledge of complex systems and deep experience leading rapid response activities for complex technical issues. The Incident Manager must be highly engaged in risk management and mitigation activities, maintaining the forward momentum to ensure all company assets are operating at full capacity. The Incident Manager must be able to rapidly address security concerns when they arise. 

What you'll bring:

• A minimum 4-8 years Global Problem and Incident Management experience.
• ITIL Certified.
• Experience with complex multi-platform environments.
• Hands-on experience with ITSM (Remedy/ServiceNow) technologies.
• Experience with prevention and threat detection devices.
• Passion and Personal Accountability.
• Guidance Encase Forensics and chain of custody knowledge.
• Ability to prioritize and manage multiple efforts at once.
• Ability to work in a high stress environment and interact with various levels of management.
• Ability to shift focus and prioritize the needs of the business.
• Ability to instill quality in every aspect of the job function.
• Team player. Jump in where you are needed and add value to evolving situations.

What we'd like to see:

• B.S. degree in Computer Science or a related technical degree is highly desired.
• Strong strategy, process, and policy development skills.
• A high level of communication and social skills.
• Excellent written and verbal communications skills.
• Excellent documentation and presentation skills.
• Possess a high sense of urgency and know when to escalate.
• Demonstrated analytical and problem solving skills.
• Demonstrated ability to execute and perform timely follow-up to ensure customer satisfaction.

Impact you'll make:

• Operate as part of a 7x24 global team of Incident Managers and ensure the flawless handover of critical issues to other regions or associates.
• Analyze incidents to identify service restoration actions to be taken.
• Assist with classification and prioritization of incidents.
• Ensure that accurate timelines of recovery plans and activities on Major Incidents are documented.
• Assist others with identifying the impact of incidents.
• Take incident resolution actions to restore service to customers.
• Monitoring Incident details, including the Configuration Items affected.
• Incident investigation and diagnosis (including resolution where possible.
• Identifying Problems and assigning these to the Problem Management team for tracking via a Problem record.
• The resolution and recovery of assigned Incidents.
• Participation in audit activities related to the Incident Management process.
• Monitoring the status and progress towards resolution of assigned Incidents.
• Keeping affected business partners informed about progress.
• Escalating the process as necessary per established escalation policies.
• Collaborate with Mergers & Acquisitions teams to ensure new services are properly on-boarded into the Major Incident Escalation Process.
• Contribute to team metrics and reporting functions.
• Managing team projects as assigned

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.