Major Incident Manager
Posted on: 1 Dec 2025
Austin, TX
Job Description
Are you ready to join a team in a global company where you will execute high-end, business-wide, critical IT Service 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 Manager, 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 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.
Western Union
Rochester, NY
We are a global leader in cross-border, cross-currency money movement. From small businesses and global corporations, to families near and far away, to NGOs in the most remote communities on Earth, Western Union helps people and businesses move money - to help grow economies and realize a better world. In 2018, we completed more than 800 million transactions for our consumer and business clients. We continue to innovate, developing new ways to send money through digital, mobile, and retail channels, with an array of convenient pay-out options to meet business and consumer needs.
We are a business centered on the needs of our customers, and over the years, we’ve invested and innovated to provide consumers and businesses with even more choices – in products, in services, and in how and where they can access Western Union when moving money across borders.
We move money for better, enabling individuals, families and friends to securely and seamlessly transfer money in the ways that are most convenient for them, whether that is walking into a retail location or using our Western Union website or app to move money in minutes.
Our customers use our services to send money to family members in nearly every part of the world, to provide support, recognize a special occasion, and enable entrepreneurship or education.
As businesses have a growing need to move money around the globe and transact in different currencies, we’ve answered these needs with Western Union Business Solutions to help navigate the global economy, including solutions for International Payments, Risk Management, and Cash Management Solutions. We offer a wide range of industry-specific solutions that today help over 50,000 clients including financial institutions, educational institutions, NGOs, and small/medium sized businesses needing to make cross-border payments.
-
IndustryBanking/Financial Services
-
No. of Employees12,000
-
Website
-
Jobs Posted256
