Senior Advisor Major Incident Problem Manager

TransUnion • Chicago, IL

19h • Hybrid

About The Position

At TransUnion, this role will report to a Senior Director of Development Operations. In this role, you will support and design IT infrastructure solutions with a focus on incident and problem management across enterprise systems. Provides technical leadership during major incidents, partnering with engineering teams to restore services quickly and ensure system reliability. Implements structured problem management practices to identify root causes and drive permanent fixes. Maintains quality control and auditing for hosting and infrastructure services while collaborating with business leadership to align technical priorities. 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.

Requirements

• Bachelor’s degree or higher in Computer Science / Information Systems or a related field / work environment.
• 8+ years of experience in incident and problem management.
• Flexibility to work within a “Follow the Sun” global shift ROTA, covering local daytime hours, including holidays and weekends, on a rotational basis.
• Ability to be “on-call” as part of an on-call rotation shared across all team members.

Nice To Haves

• Web/middleware platforms (WebSphere, WebLogic, JBoss, Tomcat)
• HTTP servers (Apache, IIS)
• SSO, Ping, Siteminder
• JMS, web services, LDAP
• TCP/IP protocols
• HTML5
• Oracle DB, SQL DB
• Linux and Windows engineering
• Cloud platforms (AWS, GCP)
• Containerization (Kubernetes, Docker)
• IaC tools (Terraform, Ansible)
• Monitoring tools (Prometheus, Grafana, Splunk)

Responsibilities

• Direct and coordinate technical teams during major incidents to triage and mitigate service-impacting events, ensuring timely restoration of services.
• Lead post-incident reviews and problem investigations, applying root cause analysis methodologies.
• Design and implement secure, scalable web/middleware infrastructure and network administration solutions.
• Configure and manage enterprise-level web servers, authentication and authorization systems, secure gateways, and related infrastructure components.
• Collaborate with senior leadership and stakeholders to deliver technical goals and communicate complex technical issues to non-technical audiences.
• Drive continuous improvement initiatives for incident and problem management processes using ITIL best practices.
• Mentor engineers and guide technical troubleshooting across infrastructure technologies (servers, storage, networking, authentication, databases).
• Utilize monitoring and observability tools to track system performance and proactively address anomalies.
• Support cloud and on-premises environments, including AWS, GCP, Kubernetes, DB’s, Docker, and IaC tools (Terraform, CloudFormation, Ansible).

Benefits

• Day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options.
• Spousal, domestic partner, and other eligible dependent coverage is available on select plans.
• Tax‑advantaged HSA and FSA accounts.
• Company-paid basic life and AD&D.
• Optional voluntary life and AD&D for you and your family.
• Short- and long‑term disability.
• Legal plan.
• Pet insurance.
• Travel accident coverage.
• Adoption assistance.
• Fertility planning coverage.
• Caregiver support.
• Dependent Care FSA for possibility of an employer match.
• Complimentary Care@Work membership.
• Up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.
• 401(k) with employer match.
• Employee Stock Purchase Plan (ESPP).
• Financial wellness resources.
• Career coaching.
• Optional long‑term care insurance.
• Tuition reimbursement.
• Flexible time off for exempt employees or paid time off for nonexempt employees.
• Up to 12 paid holidays per year.
• Commuter benefits.
• Employee discounts.
• Charitable gift matching.
• Paid volunteer time off.
• Corporate volunteer events.
• 24/7 support including professional therapy, coaching, and emotional well‑being programs.
• Guided meditation and resources that support physical, mental, social, and financial wellness.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees