IT Service & Incident Manager

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What We'll Bring:

At TransUnion, a leader in the information services industry, we've made a habit of impacting the world around us. Our commitment to technology is second to none. And because we constantly encourage new ideas and new thinking from our employees, our continued growth is assured. Our Johannesburg office is looking for an IT Service and Incident Manager.

What You'll Bring:

• 12+ years software development projects experience

• ITSM certification (or commitment to gaining ITSM certification promptly – budgets allowing)

• Project management qualification, skills and experience in an agile context including structure and planning competency

• The ability to manage changes, consider impacts and re-plan accordingly

• Experience in problem, incident management and outage management

• Experience in or management of software development

• Deep understanding of the bureau’s technical landscape will be a benefit

• Strong understanding of technology, and the full SDLC

• The ability to lead teams, drive teams to desired outcomes and ensure clarity of each person’s role within the team

• The ability to form relationships based on mutual respect and understanding

• Strong ability to work with people including a high EQ and the ability to have tough conversations

• Excellent written and verbal communication skills

• An understanding of deployment and release management processes and considerations

• A track record of success in past roles

Impact You'll Make:

Responsibilities

• Working closely with both SEC, Infrastructure and Applications teams in the documentation and definition our IT Service Management landscape including:

• Documenting and maintaining our service strategy – specifically initially focusing on:

  • Incident management process (including facilitating the re-imagination of how teams currently attend to incidents)

  • Problem management process

  • Change management process

• Documenting the IT Service catalog

• Documenting policy and procedure management processes with support from legal, audit and compliance

• Documenting asset management processes (including server and application)

• Working with stakeholders such as Scrum Masters, Technology Leads, SEC, Infrastructure and InfoSec in the co-ordination, planning and execution of incident management.  Own, coordinate and drive the resolution of tickets including:

• Drive resolution of priority one and two incidents and outages

• Drive overall ticket resolution within SLA’s

• Working with stakeholders such as Delivery & Release Assurance Managers, Scrum Masters, Technology Leads, SEC and Infrastructure in the co-ordination, planning and execution of problem management specifically covering:

• Prioritization of high priority defects

• Oversee allocation and resolution of defects

• Owning and driving compilation (and later automation) of reports and dashboards pertaining to service management, specifically including:

• Ticket prioritization, aging, resolution and SLA’s

• Defect prioritization, aging, resolution and SLA’s

• Service availability

• Volumes, throughputs and other key business metrics

• Strategically introduce and drive iterative improvements in metric driven reporting across GTO in alignment with key defined ITSM metrics and business processes.

• Striving for continuous improvement of ITSM processes to improve customer experience, service delivery and maturity of the organization.

• Contributing to PI planning by ensuring priority defects are included in iteration commitments and teams retain sufficient capacity to support in operational concerns.

• Driving an improved overall customer experience by:

• Injecting a strong customer centric delivery focus and culture within the team

• Ensuring improved response times on tickets and problems

• Driving resolution of problems impacting customer experience

• Support in customer communications and expectation management during outages

• Ensuring that items presented in CAB are appropriately communicated to impacted parties, tested post deployment and that failed deployments are minimized.

• Support in root cause analysis discussions and ensure that steps are taken to prevent recurrence of the problem through implementation of monitoring, alerting and remediation of root causes.

What We Expect

Fundamentally you will bring about a transformation and focus on how we:

• manage our services and respond to our clients from a GTO perspective,

• attend to our client’s needs through incident and problem resolution,

• report within GTO by migrating towards metrics, dashboards and automated reporting,

• detect outages and problems across our systems proactively.

You will bring structured focus and attention to our customer interactions by driving awareness, process compliance and resolution of customer problems and incidents impacting customers.  Key expectations of this role are articulated below: 

ITSM Foundation:

• Works with key stakeholders to define, develop and maintains an appropriate level of foundational ITSM artefacts.

• Define and document key processes, metrics and governance for each ITSM domain (specifically prioritizing Incidents and Problems).

• Drive out knowledge and awareness across teams of these key processes and metrics.

• Articulate clear measurements and tracking thereof to demonstrate an improvement in customer centricity, customer service, system stability and quality.

• Work with local and global counterparts and stakeholders on TransUnion standards, existing assets, processes and tools that can be leveraged, appropriate policies and expectations on reporting for existing forums.

Problem & Incident Management:

• Be a touchpoint for SEC, Executives and other key stakeholders for notifications of high priority outages.

• Work closely with Scrum Masters to gather and coordinate the necessary resources.

• Drive and monitor activities required in the prompt resolution of the problem, stepping in to address challenges in resolution as required.

• Drive overall resolution of the outage, managing the overall timeline, potential workarounds or other interim solutions that might restore customer activity sooner.

• Where necessary, document steps and activities for internal stakeholder or customer communications.

• Involve key resources (such as InfoSec, Architecture, executives, product owners etc.) on an as-required basis.

• Support in the gathering of root cause analysis and ensure that steps are taken to mitigate against the reoccurrence of that problem from reoccurring.

• Collaborating with technology leads to the implementation of monitoring and alerting to improve our ability to detect outages.

Reporting:                                                                              

• Drive a metric driven reporting strategy improving the maturity and quality of our reporting whilst reducing the overall effort required.

• Report daily on the status of priority incidents and problems.

• Report monthly on relevant uptime metrics.

• Drive teams to adopt key system metrics (e.g. daily volumes/throughputs, error counts etc.) in their daily health checks thereby improving the quality and value of health checks that can roll-up into broader GTO reporting.

Professional Responsibilities:

• Strong communications skills and interpersonal skills required

• Knowing when and who to escalate issues to

• Working with Scrum Masters and other parties to manage resource constraints, delivery commitments and restoring customer services

• Managing conflict.

• Ability to work under pressure, remain calm and focused.

• Strong stakeholder management skills required.

• Excellent people management and coordination skills are required.

• Collaboration and communication with other teams, stakeholders and customers is important to drive faster responses from teams and individuals through prioritization and management of skills, capacity and tasks.

• An enthusiastic, positive and proactive attitude.

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

Advisor, IT Support