Regional Operations Center Manager

hace 6 meses


Bogota, Colombia TransUnion A tiempo completo

TransUnion's Job Applicant Privacy Notice

**What We'll Bring**:
The Regional Operations Center Manager is responsible for managing all aspects of operational support including Command Center, L1 infrastructure support and Dashboard Monitoring functions. The scope of work includes managing diverse technical and non-technical teams, developing and maintaining standard operating procedures, managing shift schedule and workload/ ticket queue, monitoring health of environment, responding to critical incidents and participating in incident bridge calls, developing talent pipeline, driving reporting process and effectively collaborating across functions. Regional Operations Center Manager is required to have a fluent comprehension of Spanish and English and ability to communicate across cultures. The position also assumes a deep understanding of region/country-specific aspects of managing IT operations in Central and South America. This role plays an integral part in the uptime availability of services to our customers.

**What You'll Bring**:
**What you will bring**:

- Over 7 years of experience supporting IT infrastructure operations such as Windows, Linux, VMware, Containers, Network/load balancers and cloud
- Over 7 years of people management experience
- Solid understanding of ITIL and ITSM
- Firm knowledge and experience supporting cloud infrastructure and services (AWS is preferred)
- Minimum 3 years of Command Center experience
- Experience working in DevOps/SRE culture is a huge plus
- Experience handling Major Incidents
- Drive to find, highlight and eliminate operational inefficiencies
- Situational awareness: be aware of all tickets and issues in the environment and act decisively
- Solid people management and talent development skills. Responsible for managing all aspects of local L1 infrastructure support team
- Ability to deliver monthly status reports, provide recommendations, highlight opportunities and lead an effort to improve operational metrics
- Ability to effectively on-board new processes and develop best practices
- Ability to build a stable bench of talent and be prepared to scale out department’s operations
- Strong team-building skills and ability to effectively communicate with technical and non-technical personnel

**We would love to see**:

- Bachelor degree in CS or related field
- Familiarity with ITIL
- Solid reporting skills
- Strong in process improvement identification, recommendations and implementation
- Experience using infrastructure monitoring tools such as BMC TrueSight/CatchPoint/Grafana/Prometheus/App Dynamics/Splunk
- Experience using ticketing systems such as Service Now, Remedy, Manage Engine, Tivoli, etc.
- Fundamental understanding of infrastructure: switching and routing, server hardware, virtualization, Linux, Windows and storage
- Fundamental understanding of infrastructure troubleshooting process from A to Z.
- Strong written and communication skills required
- Comfortable in a fast pace work environment

**Impact You'll Make**:
**Important to note**:

- Willingness to work non-standard hours
- Will require a “hands-on” participation in incident management process including bridge calls and follow up work
- This is a hybrid role.

TransUnion Job Title

Manager I, IT Support



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