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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 recent 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 an

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