Process Manager, Major Incident Management

Process Manager Major Incident Manager Hyderabad TN 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 Major Incident Manager Western Union powers your pursuit 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 aHybrid 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 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 To support this we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers experiences by offering a state-of-the-art digital Ecosystem 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 the Western Union Learn more about our purpose and people at https careers westernunion com 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 India specific benefits include Employees Provident Fund EPF Gratuity Payment Public holidays Annual Leave Sick leave Compensatory leave and Maternity Paternity leave Annual Health Check up Hospitalization Insurance Coverage Mediclaim Group Life Insurance Group Personal Accident Insurance Coverage Business Travel Insurance Cab Facility Relocation Benefit 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 solve problems 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 LI-HR1 LI-Hybrid Estimated Job Posting End Date 08-22-2025 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