What We'll Bring

• A work environment that encourages collaboration and innovation. We consistently explore new technologies and tools to be agile.

• Flexible time off, workplace flexibility, an environment that welcomes continued professional growth through support of tuition reimbursement, conferences and seminars.

• Our culture encourages our people to hone current skills and build new capabilities, while discovering their genius.

• The chance to work within a challenge and engaging team, supporting some of TransUnion's most critical infrastructure.

What You'll Bring

1 - 3 years of major incident management/crisis management experience, including:

Ability to facilitate bridge calls with multiple participants for triage and service restoration activities

Ability to drive service restoration and keeping diverse support teams focused

Ability to effectively communicate incident status and details to a large audience

Solid understanding of ITIL and ITSM

Solid understanding of Windows, Linux, VMware, Network and Application Support.

Solid understanding of best practices in infrastructure and application monitoring and incident handling.

Strong situational awareness: be aware of all tickets and issues in the environment and act decisively.

Understand the upcoming and ongoing changes in the environment and correlate with open incidents.

Strong team-building skills and ability to effectively communicate with technical and non-technical personnel.

Ability to effectively assess operational inefficiencies and deliver concise recommendations.

Willingness to participate in 7/24/365 shift rotation, including nights and holidays.

This is a shift-based role. Working hours for this position will be 12pm – 8pm or 2pm – 10pm. A weekend shift is also required and we will have a separate on-call rotation.

We would love to see:

Bachelor degree in CS or related field.

Past or present certifications are helpful.

Experience using infrastructure monitoring tools such as BMC TrueSight, CatchPoint, Splunk, Service Now, Remedy, Manage Engine, etc.

Knowledge of AWS and Azure.

Strong written and communication skills required.

Comfortable in a fast pace work environment.

Strong in process improvement identification, recommendations and implementation.

Drive to acquire more knowledge and employ newly acquired skills to better support TU infrastructure.

Impact You'll Make

The Command Center Incident/Crisis Manager and Associate Lead is responsible for application, service and infrastructure delivery and minimizing downtime through a proactive dashboard monitoring, alert response and effective crisis/incident resolution. This role plays an integral part in the uptime availability of services to our customers. This role has two major functions: 

Incident/Crisis Manager is a crisis management function solely responsible for facilitating incident bridge calls towards resolution and communicating periodic updates to a vast internal audience. This function requires strong verbal communication skills and attitude to lead diverse, multi-national teams during a crisis and high-pressure situations.

Command Center Shift Associate Lead function is responsible for overseeing health of environment as well as resolution and escalation of issues or outages that jeopardize TransUnion’s customer-facing services and critical internal business tools and applications. The Lead will manage a shift of onshore and offshore Level 1 infrastructure support technicians and will be the primary point of contact for questions, issues and escalations during their shift.

During the COVID-19 pandemic, TransUnion has several safety protocols in place to protect associates, customers, and visitors. You may be required to be fully vaccinated against COVID-19 as a condition of employment and/or to participate in certain work-related activities. Exemption is available to qualified candidates as a reasonable accommodation.

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