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)