Major Incident Manager

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., * 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.

• 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.

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/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your United States - Specific Benefits Include

• 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, 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.