Advisor, Application Support

1 month ago

Mumbai, India TransUnion Full time

TransUnion's Job Applicant Privacy Notice

**What We'll Bring**:
We are one of India’s leading credit information company with one of the largest collections of consumer information. We aim to be more than just a credit reporting agency. We are a sophisticated, global risk information provider striving to use information for good.

We take immense pride in playing a pivotal role in catalyzing the BFSI industry in the country. We got here by tapping into our excitement and passion of wanting to make a difference in the lives of our clients and consumers.

**What You'll Bring**:
**Roles & Responsibilities**

**Direct Responsibilities**
- Ownership of the ITSM processes right from procedure documentation to implementation as per the procedure
- Hands-on ownership of all IT production Incidents / major issues linked to production systems, compliance, data security, audit etc to ensure:

- Incident monitoring and governance from inception till (permanent) closure
- Timely incident resolution as per the TATs assigned to each criticality level
- Minimize business impact / downtime
- Timely decision to switch to DR keeping in mind the above points
- Communication to all stakeholders including clients, management, regulators
- Process ownership, documentation
- Coordination with development, production, security teams as necessary for resolution of the incidents / major issues including finding of Root Cause Analysis (RCA) and its permanent closure. Whenever, the permanent closure will take time, needs to be able to look at tactical / workaround solutions to ensure mínimal business interruptions
- Ensure actual incident resolution time is within the targeted TATs. Define and implement actions in case of deviations
- Face audit requirements related to ITSM processes
- Problem management - to ensure that recurring issues are tracked as problems and taken to permanent closure

**Contributing Responsibilities**
- Application support TAT management
- Daily / weekly / Monthly reporting
- Coordinating with RUN Team for L3 Support and Problem Management

**Technical & Behavioral Competencies**
- Prior experience in the incident management role with proven ability to lead senior team members to find a solution in case of challenging situations.
- Ability and personality to remain calm - focused on the goal (solutioning approach) even during crisis situation.
- Quick learner with broking domain knowledge from front to back.
- Teamwork, communication and interpersonal skills.
- Experience in working with CXOs.
- Ability to convey messages to senior leadership.
- Ability to think and act strategically and proactively.

**Impact You'll Make**:

- Qualification: Master’s degree in Business Administration/ Analytics/ Product Management or a related field
- Minimum 10+ years of relevant experience
- Flexibility to travel as needed
- Executive presence and assertiveness.
- Self-starter, ability to work independently, handle ambiguous situations and exercise judgement in variety of situations.
- Strong communication, organizational, verbal & written skills.
- High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results.
- Experiences in Disaster Recovery and Major Incident Handling
- Good understanding of ITIL processes
- Good knowledge on Change and Release Management
- Good knowledge of Scaled Agile Framework (SAFe)
- Proficiency in English with very good command on communication and excellent cross-organization collaboration skills.
- Self-managed, strong personal drive.
- Ability to collaborate and communicate with stakeholders, both internal and external at all levels

High cultural sensitivity and comfortable working with different countries and cultures across multiple time-zone

TransUnion Job Title

Advisor, Applications Support

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