Incident Manager - night shift- 25010598

About MoneyGram

Did you know there are 1.4 billion1 people in the world that are financially underserved by traditional banks?
In many cases, people that depend on remittances being sent or received, often across different countries. Sometimes even across different continents. MoneyGram impacts the daily life of 1.5 million customers, connecting families and businesses across borders. By relying on a vast network of agents, by being present in 200+ different countries, and by developing cutting-edge payment technology, MoneyGram is paving the way for global financial fairness and inclusion! Will you join us in our journey?

About the role

The Incident Manager will primarily be responsible for the day-to-day handling of Major Incident Management responsibilities to help minimize the business impact of a major incident. In this role, you will own the monitoring, incident, communication, live bridge, and troubleshooting management for high severity incidents across all business applications and infrastructure.

What you will get to do

• Own end-to-end bridge management of P1 and P2 incidents, with potential or actual business impact.
• Communicate incident background and updates clearly via verbal and written channels.
• Write Post-Incident Reports (PIRs) with detailed executive summaries and required technical information.
• Proactively prepare tasks and ensure deadlines are met to support incident management processes.
• Take ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents. Ensure that, following the resolution of each incident, that the incident is documented and logged appropriately, ensuring adherence to Service Level Agreements (SLAs).
• Engage with accountable teams during major releases and changes, providing monitoring and clarification.
• Monitor assigned environments, technical assets and/or services for behavior or performance outside of standards or thresholds. Identify potential causes and evaluate impact on infrastructure or services. Determine appropriate next steps. Work on improvise alerting parameters for better monitoring and major incident prevention. With monitoring team.
• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution.
• Regular process reviews and contact updates including test calls and documentation, and train team members accordingly.
• Identify process gaps and contribute to the creation and maintenance of Standard Operating Procedures (SOPs). Create and maintain knowledge base articles to support team efficiency.
• Lead efforts to automate processes and improve operational efficiency.
• Ensure completion of shift-end deliverables and effective handover communication. Performs other duties as assigned.

What you will need to be successful

• Any combination of relevant education and experience and/or related professional designations/certifications in this field is highly desirable.
• Minimum Required: Degree in Computer Science, Information Technology, or equivalent degree and/or experience.
• Comfortable working On Call, weekends and night shift.
• 5+ years’ experience as an IT analyst, with multiple application platforms and solutions knowledge.
• 2+ years’ experience supporting service support processes such as incident, problem, or change management.
• 2+ years’ proven customer service experience, and must communicate clearly, courteously and professionally.
• Proven experience in incident management and operations support.
• Strong leadership and communication skills.
• Strong experience in effectively leading and managing activities on multiple simultaneous cross-functional and cross-organizational projects.
• Ability to manage high-pressure situations and coordinate cross-functional teams.
• Technical proficiency in monitoring tools and incident tracking systems.
• Experience in documentation, knowledge management, and process improvement.
• Commitment to team development and continuous learning.
• ITIL Foundations certification is preferred.
• Knowledge of the Working Tools - Splunk, Service Now, IBM Instana, Logic Monitor, Imperva.

Why join Us?

Here are some reasons it is so easy to love your career with us!

• Comprehensive Health Insurance - Full coverage for you and your family, including dental and vision care. Stay healthy and worry-free.
• Life and Accident Insurance - Peace of mind with coverage that protects you and your loved ones.
• Community Service Days - Make a difference! Enjoy paid days off to volunteer and give back to your community.
• Tuition Reimbursement - Invest in your future with our tuition reimbursement program. We support your educational and career growth.
• Transfer Fee Reimbursement - Corporate products and services at discounted prices. We’ve got you covered.
• Employee Assistance Program - Access to confidential counseling and support services for personal and professional well-being.
• Employee Referral Program - Help us grow our team! Earn rewards for referring talented friends and colleagues.
• Remote work flexibility - Enjoy the freedom of working remotely with flexible scheduling options.

Location: This position is based in India. While this is a remote flexible role it is required to reside in this country.

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