L1 Network Representative

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**What We'll Bring**:
The role requires strong technical knowledge of complex Cloud & Network infrastructure systems and solid experience in troubleshooting and rapid remediation activities for complex technical issues. The Analyst must be assisting with risk mitigation activities, and maintaining the forward momentum to ensure all critical company assets are operating at full capacity.

**What You'll Bring**:
What You'll Bring:
2-3 Years of Experience supporting Network & AWS Cloud Infrastructure, managing various network devices (Cisco Switches / Routers / F5 LTM / GTM etc.), appliances, firewall, VPN
Minimum 1 year of hands-on Cloud Support experience with AWS EC2, Lambda, S3, R53, Cloud Watch etc.
Ability to interpret critical alerts from network systems and monitoring tools / dashboards (BMC Entuity, Splunk, Noction, Stat Seeker, etc.)
Knowledge & experience in the following areas is required: ITIL Processes, CMDB structures & best practices, log management, event aggregation from disparate hosting environments, & capacity planning processes supporting on-premises & public cloud deployment models
Experience handling multiple projects simultaneously

Important to note:
Willingness to participate in 7/24/365 shift rotation, including nights and holidays.

How You’ll Contribute:
Performs initial Tier 1 troubleshooting in attempt to resolve incidents and escalates using standard escalation procedures when appropriate.
Participates in incident calls and actively assists involved in troubleshooting by working with internal and external technology support organizations.
Analyst is accountable for owning the incident and driving it through to resolution.
Performs daily environmental health check and generate daily health reports.
Responsible for managing service requests and executing standard changes with mínimal supervision.
Responsible for ticket management, including creating, updating, tracking, escalating and closing incidents. Communicates relevant status to relevant teams, peers and management via approved communication processes.
Recommends actions to improve internal processes and automate tasks.
Collaborates with internal business units and vendors to perform root cause analysis for high impacting incidents. Employs critical thinking during incident situations.
Monitor the health of environment through various dashboards

Impact You'll Make:
As a Support Analyst, you will join as a member on one of the core teams responsible for front lining the Server Infra, Network & Cloud related questions and issues
You will utilize basic troubleshooting and diagnosing capabilities to perform service recovery actions. If required, collaborate with the correct development teams to build SOPs for a newly identified incident.
Work directly with various business units and assist them with their cloud migration efforts
Create automated approaches/components for administrative, redundant, and common process tasks (where appropriate)
Provide on-call support and escalation path for potential outage impacting incident.
Identify critical alarms/events and engage right teams for quick restoration of service

Professional Skills
Highly motivated individual.
Ability to instill quality in every aspect of the job function.
Strong written and verbal communications skills.
Possess a high sense of urgency and know when to escalate.
Demonstrate analytical and problem solving skills.
Drive to acquire more knowledge and employ newly acquired skills to better support TU infrastructure.

**Impact You'll Make:
**Willingness to participate in 7/24/365 shift rotation, including nights and holidays.

TransUnion Job Title

Rep II, IT Support