Major Incident Manager – Vilnius, Lithuania
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 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 Major Incident Manager.
We are looking for someone 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
* For such a demanding role, you’ll have 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.
* 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.
* Bachelor’s degree in computer science or related field.
* 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.
Salary
The monthly gross base salary range is 4,100 – 7,725 EUR. This range represents anticipated low and high end of the salary for this position. This role is also eligible for an annual variable target incentive, 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 (https://careers.westernunion.com/global-benefits/). 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.
* Private Health Insurance (3 options)
* Life & Accident Insurance
* Additional days off
* Wide variety of discounts and special offers
* Free Fitness facilities
* Volunteering activities
* Referral program
* Relocation Buddy support upon request
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.
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