Sr Application Support Analyst

The Application Production Support Team Lead is responsible for managing and ensuring that the application support team is providing the relevant operational, maintenance and production support activities of all decisioning solutions deployed and used by TransUnion customers within his relevant territory. He will be in charge of the day to day activities to ensure that his team is operating at its peak efficiency and in compliance to agreed SLA, adherence to defined processes, protocols, best practices and coding standards. He will be the point of contact for any customer escalations and Level 3 Application Support. He is considered the Subject Matter Expert on TransUnion global decisioning platform and its solution as he leads the investigation of issues and resolves them in a timely manner.

How you'll contribute:

  • Manage associates to ensure that application related issues, service requests and/or enhancement requests, whether raised by the customer or internal, are responded to in a timely manner. He will ensure that support issues are prioritized effectively, assigned appropriately and are tracked through to completion with all stakeholders (both internal and external). Note that support issues can be a defect found in functionality, security findings, an alert from monitoring systems, failure in scheduled jobs, etc
  • L2 Application Initial Diagnosis. Analyze and determine scope/category of the incoming issues, service requests or enhancement requests, and if application issue, isolate possible causes of issue; Based on initial diagnosis, assign tasks to other L2 Application Support team members
  • L2 Investigation and Defect Fixing. Lead and provide guidance on the troubleshooting and defect fixing; Work on incident tickets, service requests or minor enhancement requests.
  • L2 Recovery and Restoration. Identify options and recommend approach for recovery and restoration; Participate actively in the recovery and restoration activities.
  • L3 Escalation. When ticket needs L3 Application Support, escalate and re-assign tickets to L3 with all relevant information; Ensure that L3 works on the escalated tickets in a timely manner, otherwise, escalate the situation promptly to APAC Application Support Lead.
  • Deployment to UAT and Production. Assess the impact of the change request in other customers in production, review release elements (e.g. Methods of Procedures/MOP, Change Request Form/CRF, Deployment Schedule, QA Signoff) prepared by the team member and endorse for sign-off.
  • Customer UAT Support. Coordinate schedule of customer's UAT when fix has been completed and serves as the Single Point of Contact for the customer during the course of their UAT.
  • Problem Management. Either lead the team or work on the investigation to determine root cause of the issue, prepare the relevant documentation and oversee/implement the corrective/preventive measures as indicated in the Root Cause Analysis (RCA) report; If other Associates prepare the RCA, review the accomplished RCA.
  • Release Management. Lead/participate in planning the fixes and/or enhancements that can be bundled in one release; Oversee the deployment of releases to UAT and production and ensure that codes are properly kept and maintained.
  • Operational Support. Maintain a list of all operational tasks required for each solution in production and ensures that these tasks are consistently being implemented on time; Participate in audit meetings, whether internal or external; Monitor and maintain application systems health performance to ensure stable system process in good shape with minimal business operations interruption.
  • Application Performance/Tuning. Research, recommend and implement enhancements on either the DecisionEdge platform or customer solution to improve overall customer experience, processing time of solutions and/or reduce termination of applications.
  • Continuous Process Improvement. Recommend improvements that will improve the efficiency of the processes and increase the productivity of its team members.
  • Participate in the training and induction of new Associates into the Application Support team.
  • Perform other related duties as assigned.

Qualifications:

  • Must have at least five (5) years of experience in working as a lead/supervisor of application support role
  • Must have at least five (5) years of hands-on experience in web development, web services and programming using.NET, C#, ASPX, XML, SOAP, Rest, Java Script and SQL.
  • Experience with multiple applications servers (IIS is Mandatory, Websphere, Jboss, Tomcat, Weblogic) and RDBMS (SQL server or Oracle) is preferable
  • Intensive exposure on Windows platforms and knowledgeable on other platforms like Linux, Unix
  • Must have a hands-on experience in supporting an application in a "Software as a Service" type of environment
  • ITIL Knowledgeable; Certification is a Plus
  • Excellent communication skills in translating technical jargons into business user level communications for internal non-IT Associates and Customers.
  • Experience in investigating complex/critical issues and providing root cause analysis
  • Proficient in performing multiple tasks, working on multiple projects simultaneously and dealing with changing deadline, as required.
  • Ability to work with multi-cultural work groups at different time zones
  • Strong analytical and problem-solving skills leading to practical application
  • Qualitative and quantitative analytical skills required
  • Proficient in performing multiple tasks, working on multiple projects simultaneously and dealing with changing deadline as required.
  • Ability to work with multi-cultural work groups at different time zones
  • Bachelor Degree in Computer Science, Information Systems or other related field or equivalent work experience.

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