Major Incident and Problem Commander

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What We'll Bring:

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation we’re – consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.
The Major Incident Commander and Problem Manager will work as part of the Operations Management function. The role will act as Incident Commander, partnering with DevOps, SRE teams, and Service Owners during Major Incidents to triage and mitigate service impacting events as quickly as possible and then progress the same through the Problem Management lifecycle.

What You'll Bring:

• Bachelor’s degree or higher in Computer Science / Information Systems or a related field / work environment.

• 5+ years of experience in incident and problem management

• Strong leadership, project planning, communication, and execution skills with the ability to lead by influence rather than reporting line during and after Major Incidents that have the potential for significant business impact, remaining calm, professional, and focused in high-pressure situations.

• Experience in technical troubleshooting, with broad expertise in core infrastructure technologies (e.g. server, compute, storage, network, authentication, databases).

• Familiarity with root cause analysis methods and frameworks such as the Five Whys, Fishbone (Ishikawa) Diagrams, FMEA, and Kepner-Tregoe Problem Analysis.

• Ability to communicate complex technical issues clearly and effectively to non-technical stakeholders and executive leadership.

• Proficiency in cloud platforms such as AWS and GPC, including services related to compute, storage, networking, database, and security.

• Understanding of cloud-native tools and architectures, such as Kubernetes, Docker, and microservices

• Familiarity with Site Reliability Engineering (SRE) principals and practices, including service level indicators, service level objectives, and error budgets.

• Experience with monitoring and observability tools like Prometheus, Grafana, or Splunk to track system performance and identify issues.

• Knowledge of IaC tools like Terraform, CloudFormation, or Ansible

• Experienced user of a trouble ticketing system (BMC Remedy, JIRA Service Management, or similar).

• Flexibility to work within a “Follow the Sun” global shift ROTA, covering local daytime hours, including holidays and weekends, on a rotational basis.

• Ability to be “on-call” as part of an on-call rotation shared across all team members.

Impact You'll Make:

Incident Management:

• The primary function of a Principal Major Incident Manager is to direct Subject Matter Experts (SMEs) and Service(s) leaders to restore service as quickly as possible during Major Incidents while keeping accurate and timely data on the progress of such incidents and keeping senior leaders, stakeholders, and end users updated.

• Build and evolve the practice of Incident Management across GTDA, developing processes and systems to leverage the related metrics to identify and drive process and procedural improvements globally.

• Responsible to escalate to service teams, senior management, and exec leaders to ensure appropriate awareness, engagement, and focus.

• Produces accurate and timely communications tailored to relevant audiences (Senior Leaders and internal Stakeholders).

Problem Management:

• Leads and/or participates in Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement.

• Conducts major problem investigations, driving the identification of root causes and ensuring the implementation of permanent fixes.

• Collaborates with DevOps and SRE teams to analyze incident trends, identifying patterns and underlying issues to prevent future incidents.

• Drives the implementation of problem management best practices and continuous improvement initiatives across the organization.

• Utilizes root cause analysis methods and frameworks such as the Five Whys, Fishbone (Ishikawa) Diagrams, Failure Modes and Effects Analysis (FMEA), and Kepner-Tregoe Problem Analysis.

General Responsibilities:

• Applies ITIL (Information Technology Infrastructure Library) best practices for incident problem management to ensure systematic and structured processes.

• Monitors and evaluates high-level service and infrastructure dashboards and takes action to address identified anomalies.

#LI-KJ1

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company’s reputation are also essential expectations of this position.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion’s Employee Resource Groups. Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion’s Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting [email protected].

Pay Scale Information :

The U.S. base salary range for this position is $112,500.00 - $187,500 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations.

Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

 

TransUnion's Internal Job Title:

Advisor, IT Support

Company:

TransUnion LLC