Major Incident Manager – Vilnius, Lithuania

Western Union is inviting a Major Incident Manager to join its Global Product and Technology Organization in Vilnius, Lithuania. This role requires executing high‑level, business‑wide critical IT Service Management processes to ensure service availability and continuous improvement.

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 service restoration activities, and conduct internal stakeholder communication.
• Run major incident retrospectives, identify improvement opportunities, and drive continual service improvement.
• Ensure the process is executed as defined; track and manage metrics.
• Execute drills and work with IT Change, Problem and other ITSM processes to ensure a holistic approach that maximizes resiliency and availability.

Role Requirements

• 4+ years of enterprise major incident management experience.
• Experience partnering with global technology and business stakeholders to implement and execute processes effectively and efficiently.
• 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, able to roll‑up sleeves and deliver critical results during crises 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. This role is also eligible for an annual variable target incentive aligned with individual and company performance. Actual salaries will vary based on candidate qualifications, skills and competencies.

Benefits

• Short‑term incentives.
• Multiple health insurance options available.
• Accident and life insurance.
• Access to best‑in‑class development platforms.
• 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. By connecting face‑to‑face, we are better able to learn from our peers, problem‑solve together, and innovate.

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.