Incident Manager
What We'll Bring:
At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We are 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.
What You'll Bring:
- Minimum 4-8 years Global Problem and Incident Management experience
- Broad knowledge of ITIL Service Support procedures
- Hands-on experience with ITSM (Remedy/ServiceNow) technologies
- Understanding and focus on key Incident metrics including MTTA (Mean Time to Assemble), MTTR (Mean Time to Resolve) and an Incident Scorecard
- Ability to communicate at a high level and possess a sense of urgency
We’d love to see:
- B.S. degree in Computer Science or a related technical degree is highly desired
- Demonstrated analytical and problem solving skills
- Demonstrated ability to execute and perform timely follow-up to ensure customer satisfaction
- Ability to prioritize and manage multiple efforts at once, while working in a high stress environment
- Strong strategy, process, and policy development skills
- Willingness to work 2nd shift and operate as part of a 7x24 global team of Incident Managers and ensure the flawless handover of critical issues to other regions or associates
Impact You'll Make:
- Take command of incidents within shift and drive the resolution process with urgency.
- Understand the major Incident process and execute consistently and professionally.
- Understand major incident tools and expectations.
- Understand associated support teams.
- Start team-wide drills of common scenarios to surface execution gaps and ensure muscle memory of key plays (swing).
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.