Team Manager, Major Incident Management

Team Manager, Major Incident Response – Austin, TX (Hybrid)

Are you ready to join a team in a global company where you will execute high-end, business-wide, critical Major Incident Management process as a part of the Global Product and Technology Organization?  Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Team Manager, Major Incident Response!

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 powers your pursuit. 

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.

Role Responsibilities

• Responsible to establish, lead, and ensure flawless performance of one of the three regional Major Incident Management teams.
• Coaches, trains and works to attain maturity of the major incident management team.
• Provides guidance, planning and direction for business unit on budgets and proactive allocation of resources to ensure the highest process execution standards.
• Manages, monitors, reports, and executes the Major Incident Management Process, including Major Incident process engineering and response operations - coordination of service outage avoidance and service restoration activities.
• Ensures the process is documented and executed as defined, metrics are tracked and reported.
• 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.
• Runs major incident retrospectives, identifies opportunities and drives continual service improvement.

Role Requirements

• 8+ years of application and infrastructure technology operations experience in the Hybrid environment with a focus in Major Incident Management.
• 4+ years of related experience, organizational and process planning and strategy execution, along with experience partnering with the global base of technology and business stakeholders to ensure process is implemented and executed effectively and efficiently.
• Bachelor’s degree in computer science or related field or equivalent work experience.
• Proven record of successful experience leading teams.
• Engineering / DevOps / SRE experience is an advantage.
• 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 are a must.

We make financial services accessible to humans everywhere. Join us for what’s next. 

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward. 

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.  

Salary 

The base salary range is $140,000 – 160,000 per year, which includes a base salary and variable target incentive (including short-term and long -term incentives) that aligns with individual and company performance. Actual salaries will vary based on candidate’s qualifications, skills and competencies.

 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