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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
Skills Required
- Provide L0/L1 application support for business-critical systems across APAC
- Operate under a 24x7 shift roster (early morning, late night, normal local business hours)
- Hybrid work with minimum two days per week in assigned TransUnion office
- Monitor system health, applications, jobs, and alerts and respond per defined SLAs
- Manage and coordinate customer communication, particularly during non-business hours
- Support production deployments, scheduled maintenance activities, and change implementation
- Participate in Disaster Recovery exercises and Business Continuity Planning drills
- Document procedures, create handbook of BAU issues for non-business hours, and recommend preventive measures
- Collaborate closely with global support, development, and infrastructure teams to troubleshoot and restore services
- Willingness to work overtime during bandwidth constraints or production issues
What the Team is Saying
TransUnion Compensation & Benefits Highlights
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Healthcare Strength — Day-one eligibility for medical, dental, and vision is paired with HSA/FSA options and robust mental-health resources, including 24/7 support and therapy/EAP. Wellness programming and fitness discounts further reinforce the health offering.
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Parental & Family Support — Paid parental leave of about 12 weeks with a gradual return, adoption and caregiver assistance, a complimentary Care@Work membership, and a dependent-care FSA provide meaningful family coverage. Company materials also reference child and adult care benefits and on-demand EAP access for employees and dependents.
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Leave & Time Off Breadth — Flexible time off or PTO is complemented by paid volunteer time and 10 paid holidays plus two global wellness days. Some postings note “up to 12” holidays, reflecting role/location variability.
TransUnion Insights
What We Do
TransUnion is a global information and insights company that makes trust possible by ensuring that each consumer is reliably and safely represented in the marketplace. We do this by having an accurate and comprehensive picture of each person. This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world. Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve. We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.
Why Work With Us
Our culture is welcoming, energetic and innovative. There’s an overall synergy that flows throughout TransUnion, creating a sense of unity in knowing that we’re all working to achieve the same overall goal. We’re dedicated to providing opportunities for our people to get involved and stay connected with their colleagues across the globe.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
