Manager - Application Support

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

About Us
We are one of India’s leading credit information company with one of the largest collections of consumer information. We aim to be more than just a credit reporting agency. We are a sophisticated, global risk information provider striving to use information for good.
We take immense pride in playing a pivotal role in catalyzing the BFSI industry in the country. We got here by tapping into our excitement and passion of wanting to make a difference in the lives of our clients and consumers.
We at TransUnion CIBIL are an equal opportunity employer and are committed to a policy of treating all our associates and job applicants equally. Applicants are evaluated on the basis of job qualification - not race, color, sex / gender, religion, caste, national origin, age, disability, marital status, citizenship status, sexual orientation, gender identity or any other status, whether or not protected. We are committed to taking affirmative action to employ and advance minorities, women, and qualified disabled individuals. We ensure a safe, productive, and harassment-free workplace for all.
Culture and Values
Our culture is welcoming, energetic, and innovative. There’s an overall synergy that flows throughout the company, creating a sense of connect, belonging and unity in knowing that we’re all working to achieve the same overall goal. Our core values which we live by every day are integrity, People, Customer, and Innovation.
https://www.transunion.com/privacy/global-job-applicant
What is excitement and passion for us?
We define it as a blend of curiosity, ability to unlearn and yet continuously learn, able to connect with meaning and finally the drive to execute ideas till the last mile is achieved. This passion helps us focus on continuous improvement, creative problem solving and collaboration which ensures delivery excellence.
Dynamics of the Role
This is an exciting time in TransUnion CIBIL. With investments in our people, technology and new business markets, we are redefining the role and purpose of a credit bureau.
• This is an exciting position where associate would work on understanding business requirements, think on the solutions and guide the development team to build across the same. The person selected would get an exposure to work with Sales, Marketing and Products team to understand the business with an extensive hands-on experience in designing, developing and delivering business critical IT solutions.

What You'll Bring:

Roles & Responsibilities

• Intermediate level knowledge of product / service capabilities, system interdependencies / data flow, and technical tools for troubleshooting intermediate to advanced level customer technical questions and incidents.

• Serve as escalation point for Analyst level team members by doing the following:
  • Drive escalated items to resolution.
  • Provide guidance / coaching to other team members.
  • Monitor team chat board for questions.
  • Shares information with the team and contributes to team meetings.

• Intermediate level of written and verbal communication skills pertaining to customers, sales, and internal actions as follows:
  • Clearly explain complex issues
  • Share an appropriate level of detail depending on the audience.
  • Displays an intermediate level of emotional intelligence, highly collaborative, and flexible.

• Willingness to partner with customer and sales organization to provide technical consultative / onboarding support (if applicable)

• Ability to be the voice of the customer by:
  • Contributes feedback to US Information Technology initiatives that will help to ensure a new solution / technology change is designed with the customer’s needs in mind.
  • Anticipating customer issues and questions 
  • Taking action to prevent customer-impacting occurrences.

• Experience mentoring technical, functional, and customer service expertise and promotes collaboration among and within teams including formal periodic team training, knowledge article creation, and data gathering / dashboard enhancements.

• Be a catalyst for process changes:
  • Encourage process improvement based on TransUnion and team mission / goals
  • Support team initiatives to achieve routine operational excellence.

• Independently manage workload of customer reported problems, requests, and internal support needs
• Efficiently obtain understanding of assigned support items, identify root cause and impact of issue, determine best course of action to fully address customer reported issues and requests.

Experience and Skills

Required Skills & Experience:

• 6–8 years of experience in Application Support, preferably in BFSI or enterprise-grade environments.

• Strong hands-on experience in:

• Java/Spring Boot applications

• Unix/Linux shell scripting

• Oracle/PL-SQL

• Log analysis using Splunk or similar

• Middleware (e.g., WebLogic, Tomcat, Apache)

• Understanding of microservices architecture, APIs, message queues (Kafka, MQ), and batch processing.

• Experience with Remedy, ServiceNow, or other ITSM tools.

• Working knowledge of version control (Git), CI/CD pipelines, and DevOps tools is a plus.

• Experience in incident triage, performance tuning, impact assessment, and production change management.

• Strong analytical and debugging skills.

• Excellent communication and coordination abilities with stakeholders across L1, L3, Dev, QA, and Infra teams.

• Willingness to work in rotational shifts and 24x7 on-call support as per roster.

Good to Have:

• Experience with Kafka, Debezium, Redis, Python scripting

• Exposure to Cloud platforms (AWS, Azure, GCP)

• Familiarity with monitoring tools like AppDynamics, Dynatrace, or Prometheus/Grafana

• ITIL Foundation certification

Soft Skills:

• Proactive and detail-oriented

• Strong sense of ownership and accountability

• Ability to handle pressure during critical incidents

• Collaborative and team-oriented mindset

Impact You'll Make:

Essential Competencies

Ability to build trusting relationships - across all levels and in the immediate / extended team internationally, should be known and regarded as a trusted competent advisor.

Driving innovation – A believer in continuous improvement of services, processes and operational efficiency. Demonstrates curiosity and critical thinking.

Business Acumen – Spends time to ensure understanding of the business and aligns accordingly.

Change agent – Ability to diagnose correctly, design and execute interventions. Ensures communication through appropriate channels in a concise and proactive manner.

Execution champion – Focuses and ensures closure without compromising on quality of the output. Raises / flags issues as necessary and moves forward with a solutioning approach

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.

TransUnion Job Title

Sr Analyst, Applications Support