Job Description

Team Manager, Major Incident Response - Austin, TX (Hybrid)
Are you ready to join a team in a global company where you will execute high-end, business-wide, critical Major Incident 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 Team Manager, Major Incident Response!
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.
Western Union powers your pursuit.
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.
Role Responsibilities

• Responsible to establish, lead, and ensure flawless performance of one of the three regional Major Incident Management teams.
• Coaches, trains and works to attain maturity of the major incident management team.
• Provides guidance, planning and direction for business unit on budgets and proactive allocation of resources to ensure the highest process execution standards.
• Manages, monitors, reports, and executes the Major Incident Management Process, including Major Incident process engineering and response operations - coordination of service outage avoidance and service restoration activities.
• Ensures the process is documented and executed as defined, metrics are tracked and reported.
• 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.
• Runs major incident retrospectives, identifies opportunities and drives continual service improvement.

Role Requirements

• 8+ years of application and infrastructure technology operations experience in the Hybrid environment with a focus in Major Incident Management.
• 4+ years of related experience, organizational and process planning and strategy execution, along with experience partnering with the global base of technology and business stakeholders to ensure process is implemented and executed effectively and efficiently.
• Bachelor's degree in computer science or related field or equivalent work experience.
• Proven record of successful experience leading teams.
• Engineering / DevOps / SRE experience is an advantage.
• 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 are 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. We're a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. 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 Western Union. Learn more about our purpose and people at .
Salary
The base salary range is $140,000 - 160,000 per year, which includes a base salary and variable target incentive (including short-term and long -term incentives) 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 ( ). 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:

• Flexible 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
• 4% Western Union Contribution to 401K

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, problem-solve 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.
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."
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Estimated Job Posting End Date: 11-07-2025
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.

Skills Required