Major Incident Manager – Vilnius, Lithuania

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

• Responsible to protect service availability through effective execution of the enterprise Major Incident Management process.

• Manages, monitors, reports, and executes the Major Incident Management Process.

• Responds to early symptoms and major incidents, assembles response teams, coordinates service outage avoidance efforts and service restoration activities, performs internal stakeholder communication.

• Lead critical incidents across global infrastructure and applications — own the bridge, command the response, drive recovery.

• Diagnose outages hands-on using metrics, logs, dashboards, and monitoring tools.

• Coordinate and guide technical teams during live incidents; make data-driven decisions under pressure.

• Analyze root causes and ensure timely follow-up, corrective actions, and documentation of incident reports and executive summaries.

• Collaborate with Change, Problem, and Availability Management to enhance overall resiliency.

• Run proactive drills and continuous-improvement initiatives to strengthen our incident response readiness.

• Ensures the process is executed as defined, metrics are tracked and managed.

• Executes drills, works with all the involved parties to align on the framework and ensure flawless operations and execution.

• Works with IT Change, Problem and other ITSM processes to ensure holistic approach resulting in maximized resiliency and availability.

Role Requirements

• Willingness and ability to relocate to Vilnius, Lithuania if you are currently based abroad.

• Bachelor’s degree in Computer Science or a related field (or equivalent practical experience).

• 4+ years of Major Incident Management in large enterprise or service-provider environments.

• 8+ years of application and infrastructure technology operations experience in a hybrid environment resulting in strong technical expertise. Engineering / DevOps / SRE experience is an advantage.

• Working knowledge of key AWS services; familiarity with Azure (bonus). AWS certification is a plus if backed by practical experience.

• Hands-on administration of Windows and Linux servers.

• Networking: solid grasp of DNS, routing, VPNs, firewalls, and load-balancing concepts. Comfortable with network diagnostics.

• Strong experience with ITSM tools (ServiceNow preferred).

• Working familiarity with JIRA, Confluence, Jenkins, Git pipelines

• Proven ability to lead during crises - assertive, composed, and decisive.

• Able to recognize typical root causes (connectivity, config drift, capacity, crashes).

• Executive presence under pressure — you own the bridge and guide teams with clarity.

• Analytical and action-oriented - can pivot between technical depth and strategic communication.

• Documentation-driven - ensures every incident leaves the system stronger. Skilled at interpreting metrics and logs to identify recovery paths.

• 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.

• Collaborative but decisive -able to align diverse stakeholders rapidly. Experience coordinating across time zones and cultural contexts.

• Excellent written and verbal English; capable of writing clear, executive-level incident summaries.

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Salary

The monthly gross base salary range is 4,100 – 7,666 EUR. This range represents anticipated low and high end of the salary for this position. This role is also eligible for an annual variable target incentive), that aligns with individual and company performance. Actual salaries will vary based on candidate’s qualifications,. skills and competencies.

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
(https://careers.westernunion.com/global-benefits/). 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

• Relocation Buddy support upon request

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week. 

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.

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Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.