Job Description

What We'll Bring: This is a techno-managerial role that offers significant visibility and exposure to both the current and future state of the enterprise. The candidate will work with cutting-edge technology, allowing them to grow their technical knowledge and managerial skills simultaneously. They will also be involved in creating product roadmaps and shaping the future of the software they manage.
What You'll Bring:
Enterprise Applications Support

• Develop strategic and tactical plans for the onboarding, configuration, support, upgrade, and administration of enterprise application services.
• Provide 24x7 support for enterprise business applications, including incident response, rapid remediation of business-impacting incidents, root cause analysis, and researching solutions to prevent recurrence.
• Maintain high operational uptime rates for revenue-generating business applications through formalized monitoring, service restoration, and change execution programs.

Software Delivery Management (Release and Configuration)

• Partner with architecture and development teams to research new tools and technologies, providing recommendations for CI/CD of business software.
• Collaborate with product management teams for release and configuration management activities, including release scheduling, staging, deployment, and pre- and post-production activities.
• Review the scope of the build pipeline on an ongoing basis and create staffing plans to meet the release pipeline.

Automation and Tools Administration

• Research, develop, and roll out automation opportunities to improve IT capabilities and reduce operational costs.
• Provide ongoing support and administration for operations tools, including deployment, administration, monitoring, and application performance management tools.
• Identify and implement improvements in monitoring methodology, including tools, monitoring thresholds, and alerting.

Support Management

• Plan, coordinate, and supervise all activities related to the rollout and production support of business systems and applications.
• Create reports to track support metrics and ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Coordinate with software/services vendors, clients, and internal support teams to prepare and implement support plans.
• Participate in capacity management processes to create software and hardware capacity plans. Review the capacity plan periodically to ensure adequate capacity is available to meet business needs.

Impact You'll Make:
Continual Service Improvement

• Liaise with the PMO team and participate in project assessments to maintain enterprise applications alignment. Provide cost, resource, and time estimates from an application support standpoint.
• Perform periodic reviews and provide recommendations for improving business processes by leveraging existing IT capabilities and the ITIL framework.
• Define and roll out standard operational procedures, run books, and processes, ensuring essential procedures are followed.

Resource Management

• Lead and manage a cross-functional technical team comprising both onshore and offshore personnel.
• Recruit, coach, and counsel employees.
• Communicate job expectations and conduct periodic performance reviews.
• Ensure resources, capabilities, and capacity to meet both existing and new business demands.
• Develop resource plans, FTE allocation, and cost management.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.
TransUnion Job Title
Manager I, Applications Support