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What We'll Bring:

Technical incident management follows a structured identification and resolution process managed by incident managers. Incident management is a 24/7 activity which requires incident managers to pick up service affecting incidents and manage them through to resolution limiting client impact and potential revenue or reputational damage.

Monitor, log, and prioritize incidents to ensure timely resolution.
Coordinate with technical teams to investigate and resolve issues.
Communicate incident status and impact to stakeholders throughout the lifecycle.
Perform root-cause analysis and recommend preventive actions.
Maintain incident records and produce reports to improve service performance.

What You'll Bring:

This person will be responsible for:

• Working closely with both SEC, Infrastructure and Applications teams in the documentation and definition our IT Service Management landscape including:
  • Documenting and maintaining our service strategy – specifically initially focusing on:
    • Incident management process (including facilitating the re-imagination of how teams currently attend to incidents)
    • Problem management process
    • Change management process
  • Documenting the IT Service catalog
  • Documenting policy and procedure management processes with support from legal, audit and compliance
  • Documenting asset management processes (including server and application)
• Working with stakeholders such as Scrum Masters, Technology Leads, SEC, Infrastructure and InfoSec in the co-ordination, planning and execution of incident management.  Own, coordinate and drive the resolution of tickets including:
  • Drive resolution of priority one and two incidents and outages
  • Drive overall ticket resolution within SLA’s
• Working with stakeholders such as Delivery & Release Assurance Managers, Scrum Masters, Technology Leads, SEC and Infrastructure in the co-ordination, planning and execution of problem management specifically covering:
  • Prioritization of high priority defects
  • Oversee allocation and resolution of defects
• Owning and driving compilation (and later automation) of reports and dashboards pertaining to service management, specifically including:
  • Ticket prioritization, aging, resolution and SLA’s
  • Defect prioritization, aging, resolution and SLA’s
  • Service availability
  • Volumes, throughputs and other key business metrics
• Strategically introduce and drive iterative improvements in metric driven reporting across GTO in alignment with key defined ITSM metrics and business processes.

Impact You'll Make:

Professional Responsibilities:

Strong communications skills and interpersonal skills required:

Knowing when and who to escalate issues to.

Working with Scrum Masters and other parties to manage resource constraints, delivery commitments and restoring customer services.

Managing conflict.

Ability to work under pressure, remain calm and focused. Strong stakeholder management skills required. Excellent people management and coordination skills are required. Collaboration and communication with other teams, stakeholders and customers is important to drive faster responses from teams and individuals through prioritization and management of skills, capacity and tasks. An enthusiastic, positive and proactive attitude.

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.

TransUnion Job Title

Advisor, IT Support