Command Center Incident Manager (2nd shift)

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What We'll Bring:• A welcoming and energetic environment that encourages collaboration and innovation. We consistently explore new technologies and tools to be agile.• Flexible time off, workplace flexibility, an environment that welcomes continued professional growth through support of tuition reimbursement, conferences and seminars.• Our culture encourages our people to hone current skills and build new capabilities, while discovering their genius.
What You'll Bring:
In order to be successful, you must be able to take charge of a crisis and lead high-intensity major incident bridge calls with a large number of participants.

• 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 keep 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
• Fluency in Spanish is required
• Understanding of ITIL and ITSM
• Exposure to 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.
• 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'd prefer to see:

• Experience with design and implementation of a NOC in the Latin America region
• Bachelor degree in CS or related field.
• Experience using infrastructure monitoring tools such as BMC TrueSight, CatchPoint, Splunk, Remedy, Manage Engine, etc.
• Strong in process improvement identification, recommendations and implementation.

Impact You'll Make:
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. 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.
#DICE
#LP-EC1
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.
During the COVID-19 pandemic, TransUnion has several safety protocols in place to protect associates, customers, and visitors. You may be required to be fully vaccinated against COVID-19 as a condition of employment and/or to participate in certain work-related activities. Exemption is available to qualified candidates as a reasonable accommodation.
TransUnion's Internal Job Title:
Lead, IT Support