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What We'll Bring:
Pilot 24*7 App & Infra support team is planned to provide better support for APAC clients
What You'll Bring:
- Provide L0/L1 application support for business-critical systems across the APAC region, including Hong Kong, the Philippines, and Australia
- Operate under a 24x7 shift roster, ensuring uninterrupted support coverage for regional operations. The shifts would be round the clock like early morning, late night, normal HK/PH business hours for client support.
- During bandwidth constraints/production issues or on request basis, associate might be willing to work over time based on the situation
- Prepare a handbook of existing issues, BAU to manage independently in non-business hours
- Recommend improving the monitoring/support process based on support analysis
- Periodic review with regional Infra/App support & other stakeholders to improve the support process
- Closely monitor system health, applications, jobs, and alerts, and respond promptly according to defined SLAs
- Manage and coordinate customer communication, particularly during non‑business hours
- Support production deployments, scheduled maintenance activities, and change implementation
Impact You'll Make:
• Collaborate closely with global support, development, and infrastructure teams to troubleshoot, resolve incidents, and restore services
• Stay updated on system enhancements, configuration changes, and operational updates
• Participating in new client onboarding, Disaster Recovery (DR) exercises, and Business Continuity Planning (BCP) drills
• Contribute to continuous improvement by documenting procedures, identifying recurring issues, and recommending preventive measures
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
Analyst, IT Support
