Incident Manager and Shift Lead

hace 2 semanas


Colombia TransUnion A tiempo completo
TransUnion's Job Applicant Privacy Notice

What We'll Bring:

The Command Center Incident Manager is responsible for leading major incident response and effective service restoration.

This role is solely responsible for verbally facilitating high-pressure major incident bridge calls towards resolution and communicating periodic updates to a vast internal audience.

This function requires strong verbal communication skills, high confidence and the right attitude to lead diverse, multi-national teams during a crisis and high-stakes situations.

The secondary function of Command Center Incident Manager is to coordinate Command Center activities such as dashboard monitoring, alert escalations, low-priority incident triage and be responsible for monitoring the overall health of the TransUnion environment.

Fluent English and Spanish speaking/writing abilities are required.

What You'll Bring:

What you will bring:

  • Minimum 5 years of major incident management/crisis management experience, including:
  • Ability to verbally command major incident bridge calls with over 50 participants for triage and service restoration activities
  • Ability to drive service restoration and keeping diverse support teams focused in highstake and highpressure situations
  • Ability to seamlessly and quickly pivot to high priority items while still maintaining the crisis bridge focus on service restoration
  • Ability to effectively communicate incident status and details to a large audience
  • Bilingual in Spanish is required
  • Solid understanding of ITIL and ITSM
  • Solid understanding of Windows, Linux, VMware, Network and Application Support.
  • Knowledge of AWS and Azure.
  • Strong situational awareness: be aware of all tickets and issues in the environment and act decisively.
  • Understand the upcoming and ongoing changes in the environment and correlate with open incidents.
  • Strong teambuilding skills and ability to effectively communicate with technical and nontechnical personnel.
Ability to effectively assess operational inefficiencies and deliver concise recommendations.

Impact You'll Make:

Important to note:

  • Due to business needs,
    this role requires shift hour flexibility within a 7/24/365 shift rotation, including nights and holidays. A rotational oncall is also required.

We would love to see:

  • Experience with design and implementation of a NOC in the Latin America region
  • Bachelor degree in CS or related field.
  • Past or present certifications are helpful.
  • Experience using infrastructure monitoring tools such as BMC TrueSight, CatchPoint, Splunk, Remedy, Manage Engine, etc.
  • Strong written and communication skills required.
  • Comfortable and highly confident in a fastpaced work environment.
  • Strong in process improvement identification, recommendations and implementation.
  • Drive to acquire more knowledge and employ newly acquired skills to better support TU infrastructure.
TransUnion Job Title

Lead, IT Support

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