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Incident Manager and Shift Lead
hace 3 semanas
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 high-stake and high-pressure 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 team-building skills and ability to effectively communicate with technical and non-technical 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 on-call 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 fast-paced 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
