Senior Technical Incident Communications Manager

Technical Incident Communications Manager

As a Communications Manager, you will work individually and in tandem with your team members to build out the appropriate team, develop processes, and obtain tools to efficiently and effectively communicate incident/change related items to TransUnion’s B2B customer base and internal stakeholders. You’ll need to manage multiple efforts simultaneously, with occasionally conflicting priorities. Key responsibilities include:

  • Build out a best in class communications team that owns and manages internal and external incident communications in a 24x7 environment
  • Create a strong communications process that ensures both the customer and internal management are notified of impacting outage situations using official communications templates and procedures
  • Review all current communication processes and documentation and revise as deemed appropriate
  • Provide well written timely updates to the senior leadership team
  • Analyze and overhaul the communication tools to be used to notify customers in an expeditious fashion
  • Research and determine the right level of automation and recommend automation options
  • Work with cross functional teams to ensure appropriate metrics are gathered, reviewed, and reported to the internal stakeholders
  • Develop and manage a process that includes 24x7x365 shift rotation
  • Write operations processes and procedures for immediate direct reports and downstream teams
  • Serve as the focal point for all incident communications
  • Attend customer bridge calls, customer facing post-incident meetings, status meeting, customer Quarterly Review Board (QBR), and any/all other incident related calls
  • Review and participate in RFP, SLA, SOW discussions
  • 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 ongoing (daily/weekly/monthly) key performance metrics to leadership
  • Any additional ad-hoc assignments as directed to meet business need
  • Any additional ad-hoc assignments as directed to meet business need

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