Support Engineer

• Creating Root Cause Analysis documents
• Supporting the RCA development process and related tickets associated with RCA requests
• Reviewing RCA documents with top customers
• Supporting follow-up questions from customers related to incidents that RCAs were provided for
• Creates formal customer facing communications summarizing technical events
• Works with Legal and TransUnion technical teams to finalize formal communications
• Distributes communications to TransUnion sales and customer contact
• Provides intra-incident communications to TransUnion customer base providing status of an ongoing event
• Communicates complex technical events in a high level customer appropriate manner
• Joins and gathers pertinent details from technical bridge calls / problem review meetings
• Responds in a timely manner to support related inquiries
• Creates customer facing reports summarizing customer processing statistics, system availability, and listing recent events that impacted availability
• Informs customers of impactful IT events and maintains updates through resolution
• Attends customer facing touchpoint meetings to review recent support incidents (including root cause), service level / metric reports, and other items supported by this team
• Provides 24x7 on-call support (as part of a larger on-call rotation)

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