Major Incident Manager

Western Union•Austin, TX

4d•Hybrid

About The Position

In this critical role, you will be responsible for ensuring execution of a strategic function and attaining our service availability goals through effective major incident management. Applicants must be currently authorized to work in the United States on a full-time basis. Western Union will not sponsor applicants for work visas for this position. 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. At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers. Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper. Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences. Join us as we go beyond and be part of a team that’s redefining what’s possible.

Requirements

8+ years of application and infrastructure technology operations experience in a Hybrid environment resulting in strong technical expertise.
4+ years of major incident management experience in an enterprise.
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.

Nice To Haves

Engineering / DevOps / SRE experience is an advantage.

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.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (https://careers.westernunion.com/global-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