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Team Overview
Pilot 24*7 App & Infra support team is planned to provide better support for APAC clients 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.Role Overview And Core Responsibilities
- 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
Required Knowledge And Experiences
• 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
TransUnion Overview:
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.
TransUnion Job Title
Analyst, IT Support
