Major Incident Manager

Position location: Austin, TX

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.

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.

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.

Work Shift

HYBRID - 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. The expectation is to work from the office a minimum of three days a week.

Start time: 10am CT

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.

Your United States – Specific Benefits Include

• 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

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.

Salary

Annual base salary range is $100,000 – 130,000 USD per year. Total on-target compensation includes a base salary and short-term that align with individual and company performance. Actual salaries will vary based on candidates’ qualifications, skills, and competencies.

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. 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.

Estimated Job Posting End Date:

07-17-2026

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.