Consultant - Operation Support

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What We'll Bring:

This role will lead first responders to infra and application events that are detected in by various monitoring systems at TransUnion’s Command Center. Effective and timely incident response, impact assessment and proper escalation are fundamental to success in this role. The position requires to be a part of 24/7/365 support model with occasional night/weekend/holiday work required. Being a team player and ability to get along is essential. The position requires an extensive experience in infrastructure support and maintenance. The ideal candidate will also be experienced in application support and environment monitoring activities. Technical lead role is focused on service monitoring, troubleshooting and incident triage/restoration.

What You'll Bring:

What you will bring:
 
· 10 years of experience supporting infrastructure and applications in highly dynamic and transactional environments
· Experience leading teams in IT Operations/Command Center domains
· Deep background working in technical operations (infra support, application support, and/or monitoring)
· Deep understanding of:
o Windows Server, Red Hat and VMware technologies (storage and backup is a plus)
o At least 3 years of experience supporting cloud environments (AWS, Azure, and GCP)
o Experience with DevOps and SRE including, but not limited to containers (Docker, Kubernetes), Git, Jenkins, REST, Terraform, Ansible/AWX, SCCM, ADO
o Scripting experience is preferred (Java Script, Python, PowerShell)
o Solid understanding of network load balancing (F5, ELB)
o Strong knowledge and experience working with monitoring and observability tools such as Splunk, App Dynamics, Grafana/Prometheus. Ability to interpret critical alerts and escalate is essential
· Experienced with incident resolution process and problem correlation efforts
· Clear understanding of ITIL/ITSM fundamentals
· Ability and experience communicating with leadership and peers across silos
· Experience managing and training junior team members
· Ability to lead a high-pressure incident bridge calls with multiple stakeholders involved
· Ability to prioritize on the fly and assign resources to support urgent/high stakes activities

How you will contribute:
· Lead a team of infrastructure and application support engineers as a part of 24/7 Global Command Center operations.
· Drive incident bridge calls, actively assist with troubleshooting and investigation activities.
· Communicate bridge call status to leadership in timely and concise manner.
· Correlate incident tickets, dashboards observations, on-going changes and maintenance activities to effectively resolve production outages.
· Responsible for managing service requests and executing standard changes with minimal supervision.
· Manage incident ticket queues, alerts and Teams channels. Ensure timely response and proper escalations are in place for all high priority and high urgency requests/incidents.
· Use monitoring and logging tools, dashboards and environment knowledge to effectively triage and escalate production issues to the respective teams.
· Responsible for developing and maintaining standard operating procedures and knowledge articles.
· Responsible for meeting all required customer SLA and internal SLO/SLI objectives.
· Maintain existing and develop new weekly/monthly operational reports/metrics.
· Ensure shift turnover activities are fully documented and all requires policies and procedures are adhered to.
· Identify operational inefficiencies and drive potential resolutions through process improvement and/or automation.

Impact You'll Make:

Professional Skills
Highly motivated individual.
Ability to instill quality in every aspect of the job function.
Strong written and verbal communications skills.
Possess a high sense of urgency and know when to escalate.
Demonstrate analytical and problem solving skills.
Drive to acquire more knowledge and employ newly acquired skills to better support TU infrastructure.
 

TransUnion Job Title

Consultant, IT Support