Vacancy expired!
What We'll Bring:•A work environment that encourages collaboration and innovation. We consistently explore new technologies and tools to be agile.•Flexible time off, workplace flexibility, an environment that welcomes continued professional growth through support of tuition reimbursement, conferences and seminars.•Our culture encourages our people to hone current skills and build new capabilities, while discovering their genius.•The chance to work with TransUnion's largest clients and contribute to our continued success.What You'll Bring:
- Experience working in an IT environment with specialized experience in outage management and responsibility for related communications
- Incident/Problem Management experience
- Superior written and verbal communication skills with a relentless focus on quality
- Experience working with senior leaders at the client site, inclusive of C-suite talent and respond with poise and confidence to inquiries on communications from all levels
- Ability to translate technical issues and impact to business leaders
- Understanding of customer SLA's, SOW, RFP's, etc.
- Solid advanced interpersonal skills to engage in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence
- A Bachelor's Degree in a related technical field, or demonstrated real world experience
- Experience in Financial Services (FS) Credit, and Auto industry
- Serve as the focal point for incident communications affecting TransUnion's B2B customers insuring that both the customer and internal management are notified of impacting outage situations using official communications templates and procedures in a 24x7 environment
- Support business partners in assuming and driving responsibility for escalations with Global Technology
- Use multiple communication channels, including text, email, web, and presentations to achieve desired results
- Attend customer bridge calls, customer facing post-incident meetings, status meeting, customer Quarterly Review Board (QBR), and any/all other incident related calls
- Write and/or review Root Cause Analysis (RCA) documents and work with various teams to get them reviewed, signed off and disseminated within the predetermined timelines
- Provide insight on emerging communication channels and creative ways to engage audiences. Be an initiator of new ideas and operational efficiencies.
- Manage relationships with customers and key stakeholders throughout TransUnion, including the business and IT
- Define and coordinates senior level meetings inclusive of QBRs and more frequent meetings on outages and other incidents as required with intent to improve performance and process
- Identify repeat issues affecting customers to Problem Management and drives input into improvement programs and/or risk registers
- Understand what services your client subscribes to as well as other TransUnion offerings to enable leveraging the TransUnion network to connect clients to the right people
- Work with cross functional teams to ensure appropriate metrics are gathered, reviewed, and reported to the internal/external stakeholders
- Participate in onsite customers visits and lead incident/uptime discussions
Vacancy expired!