Incident Manager - night shift, remote

MoneyGram; Town of Texas (WI); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Incident Manager to optimize IT Service Support applications. This role involves troubleshooting, data analysis, and report generation to enhance service efficiency. With a focus on best practices, you'll lead teams, interface with vendors, and contribute innovative solutions. Enjoy a flexible remote work environment and comprehensive benefits, including health insurance and tuition reimbursement. If you're passionate about technology and enjoy problem-solving, this is the perfect opportunity to make a significant impact.

Benefits

Health Insurance

Life Insurance

Accident Insurance

Tuition Reimbursement

Employee Referral Rewards

Flexible Remote Work Options

Qualifications

• 3-5 years' experience in IT Service Support applications.
• Strong communication and problem-solving skills.

Responsibilities

• Administer and troubleshoot service support applications daily.
• Analyze data and generate reports across various functional areas.

Skills

SQL Server

Communication Skills

Analytical Skills

Problem-solving Skills

Report Building

Customer Issue Diagnosis

Education

BA/BS or equivalent work experience

Tools

Cognos

Crystal Reports

Job description

Job Description - Incident Manager - night shift, remote (25010271)

What you will contribute:

The Incident Manager is responsible for supporting, maintaining, and optimizing IT Service Support applications used by MoneyGram for Incident, Problem, Request, and Change Management. This role involves instructing others on software use, creating documentation, and identifying key performance indicators to drive proactive solutions. The Incident Manager also acts as the application owner, working with vendors to facilitate upgrades and ensure best practices.

What you will do:

• Administer and troubleshoot the service support applications daily.
• Review and implement patches, evaluate new versions and releases.
• Provide second-level support for production, development, quality assurance, and business users.
• Analyze data and generate reports across various functional areas.
• Develop new concepts from ongoing data analysis.
• Create tools to monitor service and productivity levels.
• Build and facilitate custom and ad-hoc reports to meet business needs.
• Optimize application functionality and document changes.
• Follow industry best practices and recommend improvements.
• Handle technical support issues, including vendor interfacing and on-call responsibilities.
• Lead and train team members and management on application use.
• Perform other duties as assigned.

Who you are:

Education: BA/BS or equivalent work experience.

Experience:

• 3-5 years' experience.
• 3+ years' SQL Server experience.
• Strong communication skills, including business writing and verbal communication, with ability to lead virtual meetings.
• Planning, problem-solving, and analytical skills.
• Experience with building reports and SQL queries using tools like Cognos or Crystal Reports.
• Ability to anticipate problems and contribute innovative solutions.
• Customer issue diagnosis and resolution skills.
• Attention to detail and multitasking ability.
• Excellent written and oral communication skills, including explaining technical info to non-technical personnel.
• Experience with workflow applications is preferred.
• Willingness to work night shifts.

Why Join Us?

Enjoy comprehensive benefits including health, life, and accident insurance, community service days, tuition reimbursement, discounted products, confidential counseling, employee referral rewards, and flexible remote work options.

Location: This role is based in India and is remote but requires residence in the country.

About MoneyGram

MoneyGram is a global financial technology leader enabling cross-border money transfers and digital currency transactions, headquartered in Dallas, Texas. We value inclusivity and diversity, promoting a respectful workplace for all employees.