Major Incident Manager

JR0125570 - UK

Are you ready to take full command when systems fail - leading complex, global infrastructure recoveries hands‑on? Join Western Union as a Major Incident Manager, where your technical depth and leadership under pressure will directly safeguard the availability and stability of critical internal systems and services across our global technology estate. This role requires relocation to Vilnius for candidates currently based outside the country.

We’re looking for a technically strong and execution‑driven professional who can own critical incidents end‑to‑end - from triage to recovery to post‑mortem. This role blends incident leadership with real infrastructure and cloud troubleshooting skills, ensuring stability across our hybrid cloud and on‑prem environments.

• We are looking for someone responsible for ensuring execution of a strategic function and attaining our service availability goals through effective major incident management – a key role that requires relocation to Vilnius, Lithuania for candidates currently based outside the country.
• 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.

• 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 a Hybrid environment resulting in strong technical expertise. Engineering Dev Ops / 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.

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.

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.

• Private Health Insurance (3 options)
• Life & Accident Insurance
• Additional days off
• Wide variety of discounts and special offers
• Free Fitness facilities
• Volunteering activities
• Referral program

For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania:
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