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About the Role

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.

Responsibilities

• Protect service availability through effective execution of the enterprise Major Incident Management process.
• Manage, monitor, report, and execute the Major Incident Management Process.
• Respond to early symptoms and major incidents, assemble response teams, coordinate service outage avoidance efforts and service restoration activities, and perform internal stakeholder communication.
• Run major incident retrospectives, identify opportunities, and drive continual service improvement.
• Ensure the process is executed as defined, and metrics are tracked and managed.
• Execute drills and work with all involved parties to align on the framework and ensure flawless operations and execution.
• Work with IT Change, Problem, and other ITSM processes to ensure a holistic approach resulting in maximized resiliency and availability.

Requirements

• 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.
• 8+ years of application and infrastructure technology operations experience in a Hybrid environment.
• 4+ years of major incident management experience in an enterprise.
• 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.

Skills

• Engineering
• DevOps
• SRE
• Analytical skills
• Problem-solving skills
• Business writing
• Presentation skills
• Verbal communication skills

Location

• Austin, TX
• Atlanta, GA

Work Type

• Full-time
• Hybrid

Experience Level

• 8+ years of application and infrastructure technology operations experience
• 4+ years of major incident management experience

Education Level

• Bachelor’s degree in computer science or related field; or equivalent work experience.

Salary/Compensations

• $100,000 – 130,000 USD per year

Benefits

• Short-term incentives
• Multiple health insurance options
• Accident and life insurance
• Access to best-in-class development platforms
• 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

About the Company

• Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers.
• We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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.

Equal Opportunity

• 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.