Major Incident Manager

Manager, Solution Engineering Austin, TX (Hybrid)

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, Solution Engineering!

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

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.

Salary

The on-target earning range is $115,000 149,500 per year, which includes a base salary and variable target incentive (including short-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 platforms, to name a few. 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 :

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania : Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.