ITSM Incident & Problem Manager

Major Incident / Command Center operations

Production operations or site reliability support

Proven experience managing high-severity incidents in 24×7 environments

Demonstrated ownership of service reliability and operational KPIs

Strong working knowledge of ITIL / ITSM frameworks

Major Incident workflows

Market competitive salary.

Great career growth and development opportunities in a global organization.

Hybrid schedule with 2 in the office per week.

Generous insurance (health, disability, life).

Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).

Paid volunteering opportunities (5 days per year).

Serve as the Incident Manager / Major Incident Manager for high-severity and business-impacting incidents by organizing incident bridges and war rooms, driving Rapid triage / Clear ownership / Timely decision-making

Ensure incidents are properly classified, prioritized, and escalated based on impact and urgency

Enforce ITIL-aligned Incident and Problem Management practices

Ensure accurate and complete documentation within ServiceNow, including Impact and affected services / Incident timelines / Root cause summaries and follow-ups

Play the role of Problem Manager to Identify recurring issues and systemic risks / Ensure RCAs are completed with actionable outcomes

Act as a process authority during incidents, ensuring teams adhere to defined ITSM standards

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs.

Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.