Major Incident Manager

Western Union•Austin, TX

2d•$100,000 - $130,000•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.

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.