- Location
- Lagunilla de Heredia, Costa Rica · Remote - Costa Rica
- Workplace
- Remote
- Type
- Full-time
- Department
- Engineering
- Experience
- 3+ years
- Source
- Workday
Description
TransUnion's Job Applicant Privacy Notice
Team Overview
The US Core Credit Technology team is responsible for ensuring the reliability, availability, and operational excellence of TransUnion’s core credit products and The United States Core Credit Technology team helps ensure the reliability, availability, and operational excellence of TransUnion’s core credit products and platforms.The team supports mission-critical credit services across the OneTru platform and partners with Product, Engineering, and Operations teams to deliver secure, scalable, and highly available solutions.
This role supports the United States Credit Operations organization and contributes to 24/7 operational support, incident management, and service continuity across critical credit products and services.
The job title of the leader this role reports to the Principal Architect. This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.
Role Overview And Core Responsibilities
- Support 24/7 operational readiness for United States Credit Products and serve as a subject matter expert across supported applications and platforms.
- Drive operational excellence initiatives that improve system reliability, service availability, and continuous improvement across the OneTru ecosystem.
- Partner with Product, Engineering, and Operations teams to maintain Service Level Agreements (SLAs) and Service Level Expectations (SLEs), while identifying opportunities to improve performance and stability.
- Reduce manual effort through automation, tooling enhancements, scripting, and process optimization.
- Improve observability and incident response by developing reports, monitoring capabilities, alerts, and operational processes that reduce Mean Time to Resolution (MTTR).
- Provide Tier 1 and Tier 2 technical support for complex credit and fraud-related applications, troubleshooting escalated issues and resolving customer-impacting incidents.
- Lead customer onboarding support activities to help enable successful implementation, configuration, and adoption of supported products and services.
- Coordinate issue resolution with internal technology teams and external vendors, providing timely communication, documentation, escalation management, and follow-through on open issues.
- Create and maintain technical documentation, knowledge base articles, and operational runbooks to support consistent service delivery and faster issue resolution.
Required Knowledge And Experiences
• 3–6 years of experience supporting complex technical applications in a production environment, using strong troubleshooting and customer support skills to resolve critical issues efficiently.
• Experience operating and supporting large-scale data platforms, enabling effective management of high-volume, business-critical systems.
• Experience working within enterprise-level infrastructure environments, applying operational discipline and best practices to maintain system reliability and performance.
• Knowledge of batch processing, data pipelines, and credit-related technology platforms to support daily operations and investigate production issues.
• Strong analytical, investigative, and problem-solving experience, with the ability to identify root cause, recommend corrective actions, and improve operational processes.
Required Technical Skills
• Experience supporting and troubleshooting Application Programming Interfaces (APIs), batch processing systems, and data integration workflows.
• Proficiency with shell scripting and automation technologies to streamline operational tasks and improve efficiency.
• Experience with cloud platforms, preferably Google Cloud Platform (GCP), supporting modern application and infrastructure environments.
• Knowledge of monitoring, alerting, observability, and incident management tools used to maintain platform health and service reliability.
• Ability to communicate technical issues effectively to both technical and non-technical stakeholders while providing outstanding customer support.
• Experience with Jira Portfolio Management or an equivalent project management software.
• Experience with BMC Remedy (BMC Helix ITSM) or an equivalent IT Service Management (ISMT) software.
Preferred Skills
We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your career development and growth in:
• Credit industry experience and knowledge of credit products, services, and operational processes.
• DevOps practices and site reliability engineering concepts that improve platform stability and operational efficiency.
• Experience building operational dashboards, reporting solutions, and performance monitoring capabilities. Along with Google Cloud Platform (GCP) Observability, Grafana and Splunk knowledge would be helpful.
• Familiarity with customer onboarding, implementation support, and client-facing technical engagement.
• Experience creating knowledge management content, operational runbooks, and support documentation that improves team effectiveness.
• Experience building automation, testing and deployment workflows through the use of Harness.
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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
Consultant, Development Ops
