Major Incident Manager

Western Union

Major Incident Manager responsible for major incident management ensuring service availability goals. Working in a hybrid environment across global teams to transform service delivery.

Posted 7/27/2026full-timeAustin • Texas • 🇺🇸 United StatesSeniorLead💰 $100,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in Major Incident Management, ensuring service availability and effective execution of processes. Proven ability to lead teams through crisis situations while collaborating with diverse stakeholders globally.

Highest-signal resume keywords

Major Incident ManagementApplication and Infrastructure Technology OperationsAnalytical and Problem-Solving SkillsStakeholder CommunicationCrisis Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Enterprise Major Incident Management ProcessIT Change ManagementProblem ManagementService Restoration ActivitiesMetrics TrackingService ImprovementDevOpsSREHybrid Environment OperationsManaged Service Governance

Soft Skills

Self-MotivatedPrioritizationTeam LeadershipBusiness WritingVerbal Communication

Industry Keywords

Crisis SituationsGlobal StakeholdersService AvailabilityService Outage AvoidanceFlawless Operations

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
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.

Benefits

Comp & perks

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