Job Description

for everyone. We are seeking: 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 will get to do: Provide day-to-day administration and troubleshooting for the service support application(s). Review and implement application patches, evaluate upcoming tool versions and releases as necessary. Provide second level support for production control, applications development, quality assurance and business users. Analyze data and prepare reports covering a variety of functional areas. Apply creative thinking and analysis to develop new concepts for ongoing data into information. Create tools to track information and monitor service and/or productivity levels of various operational departments and personnel. Build custom reports, facilitate ad-hoc reporting and work with various customers to ensure service support application reporting meets business needs. Analyze, optimize, and improve IT service support application(s) functionality to facilitate established service support processes and creates documentation as needed to support these changes. Follow industry best practices where possible and/or appropriate. Recommend, develop and implement improvements. Work 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. Lead, coach, and provide ongoing training to individuals in all areas of IT (including managers, directors, and VPs) in proper user of the service support application(s). Perform other duties as assigned. Minimum Required: BA/BS or equivalent work experience 3-5 years experience. 3+ years SQL Server experience. Essential Skills Strong communication skills, including formal business writing and professional verbal communication. Must be able to confidently lead and facilitate virtual meetings or conference calls with multiple groups of participants, ensuring clear information delivery and active engagement. Strong demonstrated planning, problem solving, and analytical skills. Experience with building custom reports and SQL queries using reporting tools such as Cognos, Crystal Reports, etc. Ability to anticipate problems, contribute innovative solutions to IT management. Demonstrated ability to probe, diagnose and resolve customer issues. Detail oriented. Ability to prioritize and handle multiple tasks, while working with minimal supervision. Excellent written and oral communication skills. Ability to communicate technical information to nontechnical personnel. Experience building and supporting workflow applications using workflow tools, preferred. Openness for working on night shift. 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. Location: This position is based in India . While this is a remote flexible role it is required to reside in this country. MoneyGram International, Inc. is a global financial technology leader, empowering consumers and businesses to send and manage money across over 200 countries and territories. With an industry-leading app and one of the world s largest cash distribution networks, MoneyGram processes more than $200 billion annually, serving over 50 million people. A pioneer in blockchain technology, the company enables customers to buy, sell, and hold digital currencies, with over 50% of transactions now digital. Headquartered in Dallas, Texas, MoneyGram is celebrated for its strong culture, earning the Top Workplaces USA award three years in a row.