%3Cdiv class=%22block__cell block__field--wide-rich-text%22 style=%22-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);box-sizing:border-box;color:rgb(0, 0, 0);flex:0 1 100%;font-family:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:10px 0px 0px;orphans:2;padding:0px 25px 0px 0px;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;width:985.222px;word-spacing:0px;%22 data-bind=%22css: %24component.getBlockCellCss(%24data, 0)%22%3E%3Cdiv class=%22block__field--wide-rich-text%22 style=%22flex-basis:100%;%22 data-bind=%22attr: {id: %24data.name + %27-container%27,%0A class:(%0A %24data.displayType === %27InputTextArea%27) ? %27block__field--full-width%27 : %0A (%24data.displayType === %27InputRichText%27 || %24data.name === %27descriptionExt%27 || %24data.name === %27qualificationExt%27 ||%0A %24data.name === %27descriptionInt%27 || %24data.name === %27qualificationInt%27) ? %27block__field--wide-rich-text%27 :%0A %27block__field--edit%27}%22 id=%22descriptionExt-container%22%3E%3Cdiv class=%22oj-form-control block__field-rtfValue %22 style=%22margin-bottom:5px;padding-bottom:5px;vertical-align:middle;%22 data-bind=%22attr: {id: %24data.name + %27-value%27, formFieldId: %24data.name},%0A html: %24component.getFieldValue(%24data)%22 id=%22descriptionExt-value%22 formfieldid=%22descriptionExt%22%3E%3Cp style=%22margin:0px 0px 12px;%22%3E%3Cstrong%3EAbout the role%3C/strong%3E%3C/p%3E%3Cp style=%22margin:0px 0px 12px;%22%3EThe %3Cstrong%3EIncident Manager%3C/strong%3E 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.%3C/p%3E%3Cp style=%22margin:0px 0px 12px;%22%3E%26nbsp;%3C/p%3E%3Cp style=%22margin:0px 0px 12px;%22%3E%3Cstrong%3EWhat you will get to do%3C/strong%3E%3C/p%3E%3Cul style=%22margin:12px 0px;padding:revert;%22%3E%3Cli style=%22line-height:1.25;%22%3EOwn end-to-end bridge management of P1 and P2 incidents, with potential or actual business impact.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3ECommunicate incident background and updates clearly via verbal and written channels.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EWrite Post-Incident Reports (PIRs) with detailed executive summaries and required technical information.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EProactively prepare tasks and ensure deadlines are met to support incident management processes.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3ETake ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents. %26nbsp;Ensure that, following the resolution of each incident, that the incident is documented and logged appropriately, ensuring adherence to Service Level Agreements (SLAs).%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EEngage with accountable teams during major releases and changes, providing monitoring and clarification. %26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EMonitor 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.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EMatrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution.%3C/li%3E%3Cli style=%22line-height:1.25;%22%3ERegular process reviews and contact updates including test calls and documentation, and train team members accordingly.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EIdentify process gaps and contribute to the creation and maintenance of Standard Operating Procedures (SOPs). Create and maintain knowledge base articles to support team efficiency.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3ELead efforts to automate processes and improve operational efficiency.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EEnsure completion of shift-end deliverables and effective handover communication. Performs other duties as assigned.%3C/li%3E%3C/ul%3E%3Cp style=%22margin:0px 0px 12px;%22%3E%26nbsp;%3Cbr%3E%3Cstrong%3EWhat you will need to be successful %26nbsp;%3C/strong%3E%3C/p%3E%3Cul style=%22margin:12px 0px;padding:revert;%22%3E%3Cli style=%22line-height:1.25;%22%3EAny combination of relevant education and experience and/or related professional designations/certifications in this field is highly desirable.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EMinimum Required: Degree in Computer Science, Information Technology, or equivalent degree and/or experience.%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EComfortable working On Call, weekends and night shift.%3C/li%3E%3Cli style=%22line-height:1.25;%22%3E5+ years’ experience as an IT analyst, with multiple application platforms and solutions knowledge.%3C/li%3E%3Cli style=%22line-height:1.25;%22%3E2+ years’ experience supporting service support processes such as incident, problem, or change management.%3C/li%3E%3Cli style=%22line-height:1.25;%22%3E2+ years’ proven customer service experience, and must communicate clearly, courteously and professionally.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EProven experience in incident management and operations support.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EStrong leadership and communication skills.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EStrong experience in effectively leading and managing activities on multiple simultaneous cross-functional and cross-organizational projects.%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EAbility to manage high-pressure situations and coordinate cross-functional teams.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3ETechnical proficiency in monitoring tools and incident tracking systems.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EExperience in documentation, knowledge management, and process improvement.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3ECommitment to team development and continuous learning.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EITIL Foundations certification is preferred.%26nbsp;%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EKnowledge of the Working Tools - Splunk, Service Now, IBM Instana, Logic Monitor, Imperva.%3C/li%3E%3C/ul%3E%3Cp style=%22margin:0px 0px 12px;%22%3E%3Cbr%3E%3Cstrong%3EWhy join Us?%3C/strong%3E%3C/p%3E%3Cp style=%22margin:0px 0px 12px;%22%3EHere are some reasons it is so easy to love your career with us!%3C/p%3E%3Cul style=%22margin:12px 0px;padding:revert;%22%3E%3Cli style=%22line-height:1.25;%22%3EComprehensive Health Insurance - Full coverage for you and your family, including dental and vision care. Stay healthy and worry-free.%3C/li%3E%3Cli style=%22line-height:1.25;%22%3ELife and Accident Insurance - Peace of mind with coverage that protects you and your loved ones.%3C/li%3E%3Cli style=%22line-height:1.25;%22%3ECommunity Service Days - Make a difference! Enjoy paid days off to volunteer and give back to your community.%3C/li%3E%3Cli style=%22line-height:1.25;%22%3ETuition Reimbursement - Invest in your future with our tuition reimbursement program. We support your educational and career growth.%3C/li%3E%3Cli style=%22line-height:1.25;%22%3ETransfer Fee Reimbursement - Corporate products and services at discounted prices. We’ve got you covered.%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EEmployee Assistance Program - Access to confidential counseling and support services for personal and professional well-being.%3C/li%3E%3Cli style=%22line-height:1.25;%22%3EEmployee Referral Program - Help us grow our team! Earn rewards for referring talented friends and colleagues.%3C/li%3E%3Cli style=%22line-height:1.25;%22%3ERemote work flexibility - Enjoy the freedom of working remotely with flexible scheduling options.%3C/li%3E%3C/ul%3E%3Cp style=%22margin:0px 0px 12px;%22%3ELocation: This position is based in %3Cstrong%3EIndia%3C/strong%3E. While this is a remote flexible role it is required to reside in this country.%3C/p%3E%3Cp style=%22margin:0px 0px 12px;%22%3E%26nbsp;%3C/p%3E%3Cp%3E%3Cstrong%3EAbout MoneyGram%3C/strong%3E%3Cbr%3EMoneyGram is a global payments network built to move money across borders with speed, simplicity and trust. Its omnichannel platform empowers consumers, developers and agents to transfer cash, fiat and stablecoin however it works best for them.%3Cbr%3EThe company serves over 50 million customers a year across 200+ countries and territories, nearly half a million retail locations and a rapidly expanding digital ecosystem reaching billions of devices. As one of the most recognized and trusted names in global payments, MoneyGram continues to reinvent how money moves — helping people around the world support their loved ones and build better futures.%3C/p%3E%3Cp style=%22margin:0px 0px 12px;%22%3E#LI-AZ1%3C/p%3E%3C/div%3E%3C/div%3E%3C/div%3E
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