IT Manager, Major Incident Management – Santa Ana, Costa RicaAre you ready to join a team in a global company where you will execute strategic functions to implement high-end, business-wide, critical strategy and manage one of the critical IT Service Management processes as a part of the Global 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 specific strategic functions and implementing high-end, business-wide, critical strategy.Role ResponsibilitiesResponsible to establish, manage, monitor, report, and execute the Major Incident Management Process, including Major Incident Response operations - coordination of service outage avoidance and service restoration activities through the Technology War Room.Provides guidance, planning and direction for business unit(s) on budgets and proactive allocation of resources to ensure the highest process execution standard.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.Coaches, trains and works to extend maturity of the major incident management team.Role RequirementsFor such a detail-driven role, you'll have 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.8+ years of technology operations experience and a bachelor's degree in computer science or related field.
Engineering / DevOps 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 is a must.
.BenefitsYou will also have access to short-term and long-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 Costa Rica- specific benefits include:Asociación SolidaristaIn house company doctor servicesTransportation services optionsReferral Program awardEmployee Resource Groups (ERG) and committees to volunteer withPan American Medical and Life insuranceCafeteria DiscountsWestern 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.
