Major Incident Manager

About the role

At Western Union, we’re moving beyond remittances, beyond cash, and beyond the expectations of our customers. Our Major Incident Manager ensures execution of a strategic function and attains our service availability goals through effective major incident management.

Role Responsibilities

• Responsible to protect service availability through effective execution of the enterprise Major Incident Management process.
• Manages, monitors, reports, and executes the Major Incident Management Process.
• Responds to early symptoms and major incidents, assembles response teams, coordinates service outage avoidance efforts and service restoration activities, performs internal stakeholder communication. Runs major incident retrospectives, identifies opportunities and drives continual service improvement.
• Ensures the process is executed as defined, metrics are tracked and managed.
• Executes drills, works with all the involved parties to align on the framework and ensure flawless operations and execution.
• Works with IT Change, Problem and other ITSM processes to ensure holistic approach resulting in maximized resiliency and availability.

Role Requirements

• 8+ years of application and infrastructure technology operations experience in a Hybrid environment resulting in strong technical expertise. Engineering / DevOps / SRE experience is an advantage.
• 4+ years of major incident management experience in an enterprise.
• Shift : 10am CT start.
• Bachelor’s degree in computer science or related field; or equivalent work experience.
• Experience partnering with the global base of technology and business stakeholders to ensure process is implemented and executed effectively and efficiently.
• Proven record of successful experience leading teams through crisis situations.
• Experience operating and governing a managed service environment.
• Strong analytical and problem-solving skills.
• Self-motivated, with a “get things done” attitude able to “roll-up sleeves”, properly prioritize and deliver critical results during crisis situations round the clock.
• Experience and ability to effectively work with multiple stakeholders/teams in different countries across the globe with different cultural backgrounds.
• Strong business writing, presentation, and verbal communication skills in English language is a must.

Benefits

• Paid Time Off
• Medical, Dental and Life Insurance
• Tuition Assistance Program
• Student Loan Repayment (below manager level only)
• Parental Leave
• One day volunteer time off
• $0 Money Transfer Fee Discount Code – Quarterly
• Recognition Program “Game Changers”
• Employee Discount Program
• Global Adoption Assistance
• Global Scholarship Awards Program
• 401K plan

Schedule

Work Shift: HYBRID – Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week. Start time: 10am CT

Pay

Annual base salary range is $100,000 – 130,000 USD per year. Total on-target compensation includes a base salary and short-term that align with individual and company performance. Actual salaries will vary based on candidates’ qualifications, skills, and competencies.

Location

Position location: Austin, TX

Equal Opportunity Employer

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

Application Deadline

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.

Learn More

Learn more about Western Union and our commitment to diversity, equity, and inclusion:

Western Union Benefits

Western Union Culture and Values