Chief Technology Operations Strategist
hace 2 semanas
About Western Union
Western Union is a global company that operates in multiple countries with diverse cultural backgrounds. We are looking for a professional who can execute strategic functions, manage critical IT service management processes, and drive continual service improvement.
Job Description:
We are seeking an experienced IT Manager to join our Global Technology Organization as a Major Incident Manager. The successful candidate will be responsible for establishing, managing, monitoring, reporting, and executing the Major Incident Management Process. This includes coordinating service outage avoidance and service restoration activities through the Technology War Room.
The ideal candidate will have strong analytical and problem-solving skills, with experience partnering with global technology and business stakeholders to ensure process implementation and execution. They should also have excellent communication skills, both written and verbal, with the ability to work effectively with multiple stakeholders across different countries and cultures.
Key Responsibilities:
- Establish, manage, monitor, report, and execute the Major Incident Management Process.
- Coordinate service outage avoidance and service restoration activities through the Technology War Room.
- Provide guidance, planning, and direction for business units on budgets and proactive allocation of resources.
- Ensure the process is documented and executed as defined, metrics are tracked and reported.
- 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.
- Run major incident retrospectives, identify opportunities, and drive continual service improvement.
- Coach, train, and extend maturity of the major incident management team.
Requirements:
- 4+ years of related experience, organizational, and process planning and strategy execution.
- 8+ years of technology operations experience and a bachelor's degree in computer science or a related field.
- 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 is a must.
Benefits:
You will 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. Additionally, you will have the opportunity to participate in Employee Resource Groups (ERG) and committees to volunteer with Pan American Medical and Life insurance, Cafeteria Discounts, and Western Union values in-person collaboration, learning, and ideation whenever possible.
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