Manager - Application Support

As the Manager for 24x7 Application Support at TransUnion, your primary responsibility will be to ensure the smooth and efficient operation of mission-critical applications in a round-the-clock support environment. This role involves overseeing support teams to maintain high performance and morale, managing incidents promptly to minimize downtime and impact, ensuring service levels are consistently met or exceeded, and coordinating with various stakeholders to maintain system uptime and reliability. In addition, you will proactively identify potential issues to prevent disruptions, continuously improve service delivery processes, and ensure that application performance aligns with business objectives. Key Roles and Responsibilities: - Service Delivery Management: Oversee the 24x7 support services for all critical business applications, ensuring high availability and timely resolution of incidents and requests. Manage and ensure adherence to service level agreements for response times, resolution times, and overall service quality. Coordinate with cross-functional teams to ensure seamless application support. - Incident Management: Ensure timely identification and resolution of high priority incidents to minimize business disruption. Oversee the incident management process, ensuring incidents are logged, tracked, and escalated appropriately. Implement long-term solutions for recurring application issues. - Team Leadership and Support: Lead and manage the 24x7 support team, ensuring they are adequately staffed and trained to handle the demands of continuous application support. Provide leadership and mentoring to team members, setting performance goals and fostering a collaborative environment. - Continual Service Improvement: Proactively identify areas for improvement in application support, implement enhancements to processes, tools, and technologies. Monitor application performance and trends to ensure service continuity and work with other teams to reduce incidents. - Stakeholder Communication and Reporting: Serve as a primary point of contact for key stakeholders, providing regular updates on application performance, incident resolution, and service metrics. Produce reports on application support performance and ensure compliance with regulatory and security requirements. - Risk and Compliance Management: Ensure that the application support service complies with relevant regulatory and security requirements. Monitor and address security vulnerabilities related to supported applications and ensure proper backup, disaster recovery, and business continuity plans are in place. Qualifications: - Experience: 10+ years of experience in application support and IT service management with 2-3 years in a leadership role. Proven experience managing 24x7 support environments for mission-critical applications. Strong understanding of ITIL processes and experience with monitoring and ticketing tools. - Skills: Excellent leadership and team management abilities, strong communication skills, ability to manage high-pressure situations, analytical mindset, and ability to deliver high-quality support. - Certifications: ITIL Foundation Certification preferred. This is a hybrid position that involves performing job responsibilities both virtually and in-person at an assigned TransUnion office location for a minimum of two days a week. As the Manager I, Applications Support at TransUnion, you will have a significant impact on ensuring the seamless operation and performance of critical applications while leading a dedicated support team to success.,