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What We'll Bring:

We are seeking a highly skilled and motivated SRE Application Support Lead / Sr. Lead to join our 24x7 support team. This role is critical to ensuring the stability, performance, and reliability of mission-critical applications deployed across modern platforms including Docker, Kubernetes, and cloud environments. The ideal candidate will possess strong technical expertise, leadership capabilities, and a proactive mindset to drive operational excellence.

What You'll Bring:

Key Responsibilities

Team Leadership & Management

• Lead and mentor a team of SRE/Application Support Engineers.

• Assign tasks, set goals, and ensure smooth day-to-day operations.

• Foster a culture of ownership, accountability, and continuous improvement.

Incident & Problem Management

• Own and manage critical incidents end-to-end.

• Perform root cause analysis and drive permanent resolutions.

• Collaborate with cross-functional teams and vendors for quick recovery.

Monitoring & Observability

• Utilize tools like Splunk, Grafana, AppDynamics, Spotfire to monitor application health.

• Set up proactive alerting and dashboards for performance tracking.

Automation & Tooling

• Develop scripts (Shell, Python) to automate routine tasks.

• Build and maintain internal tools to improve support efficiency.

Cloud & DevOps Integration

• Support applications deployed in Docker, Kubernetes, and cloud platforms.

• Collaborate with DevOps teams for CI/CD pipeline support and release validations.

Change & Release Management

• Perform pre- and post-release validations.

• Ensure production stability during deployments.

Documentation & Knowledge Management

• Maintain runbooks, SOPs, and knowledge base articles.

• Ensure onboarding materials and troubleshooting guides are up-to-date.

Stakeholder Communication

• Provide timely updates to leadership and business teams.

• Present metrics, incident summaries, and improvement plans.

SRE Mindset

• Apply SRE principles to improve reliability, scalability, and performance of supported applications through proactive monitoring and automation.

• Focus on reducing toil by automating repetitive tasks and improving operational efficiency.

• Participate in blameless postmortems and contribute to continuous improvement initiatives based on incident learnings.

• Drive observability enhancements by integrating metrics, logs, and traces into monitoring dashboards.

• Collaborate with engineering teams to define and measure SLIs/SLOs, ensuring alignment with business availability goals.

Required Skills:

• Strong Incident Management (IM) expertise: Proven ability to lead and coordinate high-severity incidents, including real-time triaging, root cause identification, and resolution tracking.

• Bridge Call Management: Experience in initiating and leading bridge calls, ensuring timely updates, stakeholder alignment, and effective resolution.

• Stakeholder Communication & Coordination: Ability to interact with cross-functional teams, vendors, and leadership during incidents and planned changes.

• Monitoring & Observability Tools: Proficient in Splunk, Grafana, AppDynamics, Spotfire, and other monitoring platforms.

• Technical Proficiency: Strong hands-on experience in Linux, SQL, Shell scripting, and Python (preferred).

• Cloud & Containerization: Exposure to cloud platforms (AWS, Azure, GCP), Docker, and Kubernetes.

• Automation & Tooling: Experience in automating support tasks and building internal tools to improve operational efficiency.

• Change & Problem Management: Familiarity with ITIL processes, including change, incident, and problem management.

• Certifications: ITIL, AWS, Azure, Kubernetes, or other relevant technical/process certifications are a plus.

• Excellent Communication Skills: Strong verbal and written communication for effective collaboration and reporting.

• Team Leadership: Experience in managing and mentoring support teams, driving performance, and ensuring 24x7 operational readiness.

Impact You'll Make:

Lead 24x7 SRE/Application Support operations ensuring high availability and performance of critical applications.

• Drive Incident Management processes including triage, resolution, and post-incident reviews.
• Initiate and lead bridge calls during high-severity incidents, ensuring timely updates and coordination across teams.
• Act as the primary point of contact for stakeholder communication during incidents and planned changes.
• Oversee monitoring and observability using tools like Splunk, Grafana, AppDynamics, and Spotfire.
• Support applications deployed in Docker, Kubernetes, and cloud platforms (AWS/Azure/GCP).
• Lead automation initiatives using Shell scripting and Python to improve operational efficiency.
• Collaborate with DevOps and Engineering teams for CI/CD and release management.
• Ensure compliance with ITIL processes (Incident, Problem, Change Management).
• Maintain documentation including runbooks, SOPs, and knowledge base articles.
• Tools & Technologies: Linux, SQL, Docker, Kubernetes, Splunk, Grafana, AppDynamics, Spotfire, Shell, Python
• Certifications Preferred: ITIL, AWS/Azure/GCP, Kubernetes, DevOps
• Work Mode: Hybrid (as per team policy)
• Shift Type: Rotational (24x7 coverage)

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

Sr Lead, Applications Support