Incident Manager - Night shift - Remote

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

Who we are:

MoneyGram is a customer-centric, digital-first, cross-border money movement network. Through our strong culture of fintech innovation, we’re transforming the way consumers and businesses send and receive money in nearly every country around the world.

Thanks to our cutting-edge platform and strategic partnerships with some of the world’s leading brands, we are helping our millions of customers globally do more with their money through a comprehensive suite of digital and in-person products and services.

This is all made possible by our dedicated and diverse team of professionals around the world. If you’re ready for a career journey filled with exciting opportunities, come aboard and let’s drive the future of payments together at MoneyGram!

The Numbers:

• We serve over 50 million people every year in over 200 countries and territories
• We're a global team of over 2,000 from 36 countries around the world
• We process over $200 billion annually with digital transactions now making up about 50% of our money transfer business
• We’re known for our strong culture globally, demonstrated by:
• “Top Workplaces USA” award winner (three consecutive years in a row!)
• One of the “Best Places to Work” in the Middle East
• Winner of many regional awards, such as “Friendly Workplace in Poland” and “Top Workplace in DFW” by The Dallas Morning News
  

What you will contribute:

The Incident Manager is responsible for the administration, support, implementation, maintenance, and optimization of IT Service Support application(s), used by the MoneyGram organization for Incident, Problem, Request, and Change Management. The incumbent instructs others regarding the use and capabilities of the software, creation of documentation to facilitate efficient and proper use, and identification of key performance indicators that will present quantitative feedback to affect proactive solutions. The incumbent is also considered the application owner for IT service support and will be responsible for driving improvements in the tool(s), working with vendors to facilitate upgrades and following industry best standards when possible and appropriate.

What you’ll do:

• Provides day-to-day administration and troubleshooting for the service support application(s).
• Reviews and implements application patches, evaluates upcoming tool versions and releases as necessary.
• Provides second level support for production control, applications development, quality assurance and business users.
• Analyzes data and prepares reports covering a variety of functional areas.
• Applies creative thinking and analysis to develop new concepts for ongoing data into information.
• Creates tools to track information and monitor service and/or productivity levels of various operational departments and personnel.
• Builds custom reports, facilitates ad-hoc reporting and works with various customers to ensure service support application reporting meets business needs.
• Analyzes, optimizes, and improves IT service support application(s) functionality to facilitate established service support processes and creates documentation as needed to support these changes.
• Follows industry best practices where possible and/or appropriate.
• Recommends, develops and implements improvements.
• Works on technical support issues relating to the Service Support tools and software applications, interfacing with 3rd-party vendors as necessary, includes on-call responsibilities as needed.
• Leads, coaches, and provides ongoing training to individuals in all areas of IT (including managers, directors, and VPs) in proper user of the service support application(s).
• Performs other duties as assigned.
  
  

What we’re looking for:

Education :

• Minimum Required: Degree in Computer Science, Information Technology, or equivalent degree and/or experience
  
  

Experience :

• 3-5 years’ experience as an IT analyst, with multiple application platforms and solutions knowledge
• 3+ years’ experience supporting service support processes such as incident, problem, or change management
• 3+ years’ proven customer service experience, and must communicate clearly, courteously, and professionally
  
  

Essential Skills

• Owns end-to-end bridge management of P1 and P2 incidents, with potential or actual business impact.
• Takes ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents.
• Ensures that, following the resolution of each incident, that the incident is documented and logged appropriately.
• Monitor assigned environments, technical assets and/or services for behavior or performance outside of standards or SLAs. Identify potential cause and evaluate impact on infrastructure or services. Determine appropriate next steps.
• Detail oriented with excellent written and oral communication skills.
• Ability to prioritize and handle multiple tasks, while working with minimal supervision.
• Ability to communicate technical information to nontechnical personnel.
  
  

Why you will love working here:

Your future is in your hands.

When you start a career at MoneyGram, you join a talented and motivated team that builds the success of a trusted, global provider of innovative money transfer and payment services.

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.
  
  

Primary Location

India-Maharashtra-Mumbai

Work Locations

IN_Corp_Mumbai_Bandra Kurla Complex suite 1126,1127,1128

Job

IT Operations Management

Organization

Information Technology

Full-time

Travel

No

Job Posting

Oct 8, 2024, 4:59:44 AM