L0/L1 IT Support Analyst

Role Overview TransUnion is building a dedicated 24x7 Application and Infrastructure Support team to enhance service delivery for APAC clients across Hong Kong, the Philippines, and Australia. As an L0/L1 IT Support Analyst, you will be responsible for monitoring and supporting business-critical systems round the clock, ensuring seamless operations for regional clients. This is a hybrid role requiring at least two days of in-office presence per week at the Chennai TransUnion office. Key Responsibilities - Provide L0/L1 application support for business-critical systems across the APAC region - Operate under a 24x7 rotational shift roster covering early morning, late night, and standard business hours - Monitor system health, applications, jobs, and alerts and respond promptly within defined SLAs - Manage and coordinate customer communication during non-business hours - Support production deployments, scheduled maintenance, and change implementation activities - Prepare and maintain a handbook of known issues and standard BAU procedures for independent resolution - Collaborate with global support, development, and infrastructure teams to troubleshoot and resolve incidents - Participate in new client onboarding, Disaster Recovery exercises, and Business Continuity Planning drills - Recommend improvements to monitoring and support processes based on analysis - Document procedures, identify recurring issues, and contribute to continuous improvement initiatives Required Qualifications - Basic understanding of IT application and infrastructure support concepts - Willingness to work rotational shifts including early morning and late night hours - Ability to work overtime during production issues or bandwidth constraints when required - Strong communication skills for coordinating with clients and internal teams - Analytical mindset with the ability to identify patterns and recommend process improvements - Familiarity with SLA-driven support environments is an advantage Why Join Us TransUnion offers an opportunity to work with a global team supporting critical systems across the Asia-Pacific region, giving you exposure to international operations and cutting-edge IT support practices. Join a company that values continuous learning, collaboration, and employee growth.

- Basic knowledge of IT application and infrastructure support - Willingness to work 24x7 rotational shifts including night and early morning hours - Strong written and verbal communication skills - Ability to coordinate with global teams across time zones - Familiarity with SLA-based support processes - Analytical and problem-solving skills - Ability to document procedures and maintain support handbooks - Flexibility to work overtime during production incidents

- Hybrid work model with flexibility - Exposure to APAC regional operations across Hong Kong, Philippines, and Australia - Opportunity to work with global development and infrastructure teams - Career growth within a leading global information and insights company