Sr Analyst, Applications Support

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Team Overview

We are seeking an experienced Senior Application Support Analyst to join our 24x7 production support team. The ideal candidate will have strong hands-on expertise in supporting applications hosted on cloud platforms, on-prem and containerized environments (Docker, Kubernetes), along with deep proficiency in Linux, SQL, and automation.
In this role, the candidate will own end-to-end incident management, lead major incident bridge calls, and act as a key escalation point for complex production issues. The role requires strong analytical and troubleshooting skills, with the ability to perform root cause analysis and drive permanent fixes to improve system stability.
The Senior Analyst will be responsible for overseeing batch job execution, monitoring application health, and automating repetitive operational tasks using shell scripting or other tools. Additionally, they are expected to proactively identify areas for improvement, optimize processes, and contribute to operational excellence.
Strong communication and stakeholder management skills are essential, as the role involves coordinating with cross-functional teams, external vendors, and business stakeholders, ensuring timely resolution and clear status updates during critical incidents.
The candidate will also mentor junior team members, ensure adherence to ITIL processes, and contribute to documentation, runbooks, and knowledge-sharing initiatives, supporting continuous improvement within the team. 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

Role Summary

We are looking for an experienced Senior Application Support Analyst to support and maintain TransUnion’s mission-critical production environment in a 24x7 model. The role requires strong expertise in production support, incident leadership, cloud and containerized platforms, and automation, along with the ability to drive resolution of complex issues and improve operational stability.

Key Responsibilities

• Provide end-to-end support for critical business applications, ensuring high availability, reliability, and rapid resolution of production incidents.
• Act as a primary escalation point for complex production issues and lead major incident bridge calls, ensuring effective coordination and communication across teams.
• Own end-to-end incident management, including identification, triaging, troubleshooting, resolution, and ensuring SLA adherence.
• Perform root cause analysis (RCA) for recurring issues and drive permanent fixes in collaboration with development, infrastructure, and downstream teams.
• Monitor application and infrastructure health using tools such as Grafana, Splunk, AppDynamics, and Spotfire, and proactively identify potential risks.
• Execute and manage batch jobs, cron jobs, and scheduled tasks, ensuring timely completion and quick resolution of failures.
• Develop and maintain shell scripts, Python scripts, and automation solutions to reduce manual effort and improve operational efficiency.
• Participate in release and change management activities, including pre- and post-deployment validations, ensuring production stability.
• Work closely with DevOps and Cloud environments (AWS/Azure), leveraging tools such as Git, Jenkins, Docker, Kubernetes, and CI/CD pipelines.
• Follow and enforce ITIL processes (Incident, Problem, Change Management) using tools like ServiceNow or BMC Remedy.
• Collaborate with cross-functional teams and external vendors to ensure timely issue resolution and smooth operations.
• Provide clear and timely communication to stakeholders, including impact assessments, status updates, and resolution plans during incidents.
• Create and maintain documentation, runbooks, SOPs, and knowledge base articles to improve team efficiency and knowledge sharing.
• Mentor junior team members, provide technical guidance, and support their skill development and onboarding.
• Continuously identify process improvement opportunities and drive initiatives to enhance system performance, monitoring, and incident response.

Required Knowledge And Experiences

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

Sr Analyst, Applications Support