Major Incident Manager

Join Western Union as a Major Incident Manager responsible for ensuring the execution of the strategic Major Incident Management process and meeting service availability goals.

Location: Krakow, Poland

Role Responsibilities

• 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 conduct service restoration activities.
• Perform internal stakeholder communication. Run major incident retrospectives, identify improvement opportunities, and drive continual service improvement.
• Ensure the process is executed as defined, metrics are tracked and managed.
• Execute drills and align with the framework to ensure flawless operations and execution.
• Collaborate with IT Change, Problem, and other ITSM processes to provide a holistic approach that maximizes resiliency and availability.

Role Requirements

• 4+ years of major incident management experience in an enterprise.
• Experience partnering with global technology and business stakeholders to implement and execute process effectively.
• Proven record of leading teams through crisis situations.
• 8+ years of application and infrastructure technology operations experience in a hybrid environment; Engineering, DevOps, or 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 and ability to “roll‑up sleeves” during crisis situations round the clock.
• Experience working with multiple stakeholders/teams across different countries and cultures.
• Strong business writing, presentation, and verbal communication skills in English.

Salary

The monthly gross base salary range is 4,100 – 7,725 EUR. The role is also eligible for an annual variable target incentive aligned with individual and company performance.

Benefits

• Short‑term incentives.
• Multiple health insurance options.
• Accident and life insurance.
• Access to best‑in‑class development platforms.
• Multiple benefits and resources—see the global benefits page for more details.

Your Lithuania Specific Benefits

• 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.
• Relocation Buddy support upon request.

Western Union values in‑person collaboration, learning, and ideation whenever possible. We are passionate about diversity and inclusion, and we do not discriminate on the basis of 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.

Our Hybrid Work Model allows flexible work arrangements that combine working from home and the office. Employees are expected to work from the office at least three days per week.