Job Description

At MoneyGram, we're combining the strength of a trusted global brand with the agility of a tech-forward, growth driven culture. With 85+ years of experience and a presence in more than 200 countries and territories, we've built a foundation of stability and trust to help millions of people around the world send funds quickly, securely, and affordably.

We're looking for bold thinkers, builders, technologists, and sellers who want real ownership of their work, thrive in collaborative environments, and are energized by solving complex challenges. Here, you'll have the opportunity to make a measurable impact - fast.

If you're eager to shape the future of cross-border payments and financial services, join us as we transform how the world moves money.

Job Summary

The IT Operations Analyst under Incident Management 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.

Primary Responsibilities

• Owns 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.
• Takes 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.
• Extended support to Production Control and Transmission tickets whenever requested

Qualifications

• Any combination of relevant education and experience and/or related professional designations/certifications in this field is highly desirable.

Education

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

Experience

• 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

Essential Skills

• 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.
• Experienced in using ticketing tool and should be able to do thorough analysis using monitoring tools.

Other Requirements

• Comfortable working On Call, weekends and/or night shifts for longer periods.

Here are a few reasons why you will like working here:

• Comprehensive Health Insurance - Medical coverage for eligible employees and their families (subject to benefits limit, policy terms and conditions)
• Life and Accident Insurance - Financial protection coverage for eligible employees
• Community Service Days - Paid time off for eligible employees to volunteer in their communities
• Tuition Reimbursement - Educational assistance program for eligible employees (subject to program guidelines and approval)
• Transfer Fee Reimbursement - Smooth transitions with reimbursement for any transfer-related fees. We’ve got you covered.
• Employee Assistance Program - Confidential counseling and support services for eligible employees
• Employee Referral Program - Incentive program for employee referrals (subject to program terms)
• Remote work flexibility - Available for eligible roles with hybrid or remote work options

About MoneyGram :

MoneyGram 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.

The company serves over 60 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.