Major Incident Manager

JR - Germany

Major Incident Manager – Vilnius, Lithuania

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.

Western Union powers your pursuit.

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.

Role Responsibilities

• Ensure execution of a strategic function and attainment of service availability goals through effective major incident management – a key role that may require relocation to Vilnius, Lithuania for candidates currently based outside the country.
• Protect service availability through effective execution of the enterprise Major Incident Management process.
• Manage, monitor, report, and execute the Major Incident Management Process.
• Respond to early symptoms and major incidents, assemble response teams, coordinate service outage avoidance efforts and service restoration activities, perform internal stakeholder communication.
• Run major incident retrospectives, identify opportunities and drive continual service improvement.
• Ensure the process is executed as defined, metrics are tracked and managed.
• Execute drills, work with all involved parties to align on the framework and ensure flawless operations and execution.
• Work with IT Change, Problem, and other ITSM processes to ensure a holistic approach that maximizes resiliency and availability.

Role Requirements

• 4+ years of major incident management experience in an enterprise.
• Experience partnering with the global base of technology and business stakeholders to ensure the process is implemented and executed effectively and efficiently.
• Proven record of leading teams through crisis situations.
• 8+ years of application and infrastructure technology operations experience in a hybrid environment, with strong technical expertise; Engineering, DevOps, or SRE experience is an advantage.
• Bachelor’s degree in computer science or a 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 around the clock.
• Experience and ability to work effectively with multiple stakeholders/teams across different countries and cultural backgrounds.
• Strong business writing, presentation, and verbal communication skills in English.

Work Shift

Western Union values in‑person collaboration, problem solving, and ideation whenever possible. The expectation is to work from the office a minimum of three days a week.

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 Lithuania Specific Benefits Include

• 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: 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.

Salary

The monthly gross base salary range is €4,100 – €5,833. This range represents the anticipated low and high ends for this position. The role is also eligible for an annual variable target incentive that aligns with individual and company performance. Actual salaries will vary based on candidate qualifications, skills, and competencies.

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.