Incident & Major Incident management 

Key Responsibilities 

• 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 

ITSM Process Ownership & Governance 

• 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 

Service Availability, Reliability & KPIs 

• Own operational oversight of service availability and reliability - Monitor and manage key service health indicators, including Service availability and uptime / Incident volumes and severity trends / MTTR and MTTD / SLA and OLA adherence 

• Use observability data to proactively identify service degradation and emerging risks 

• Escalate systemic availability or reliability concerns to leadership with data-backed insights 

Observability & Operational Intelligence 

• Actively leverage observability platforms (e.g., Grafana, Datadog)  

• Partner with engineering and SRE teams to improve Monitoring coverage / Alert quality and signal-to-noise ratio 

• Ensure alerting and escalation via PagerDuty aligns with service criticality 

Communication & Executive Engagement: 

• Serve as the primary communication lead during incidents - Deliver concise, executive-level updates that articulate Business impact / Current status / Mitigation steps / Next milestones 

• Translate complex technical details into clear business language 

• Maintain confidence and composure while engaging senior leaders during high-pressure events 

Post-Incident & Continuous Improvement: 

• Facilitate or support post-incident reviews - Identify trends, gaps, and opportunities for Process improvement / Tooling enhancement / Better operational readiness 

• Contribute to the evolution of Command Center playbooks, runbooks, and response standards 

Required Qualifications & Experience 

Experience 

• 3–6 years of experience in: 

• Incident Management 

• 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 

ITSM & Process Expertise 

• Strong working knowledge of ITIL / ITSM frameworks 

• Deep hands-on experience with: 

• Incident Management 

• Major Incident workflows 

• Problem Management  

• Experience enforcing ITSM discipline across distributed technology teams 

Skills & Competencies 

• Exceptional communication and facilitation skills 

• Strong analytical mindset with comfort using metrics and dashboards 

• Ability to operate decisively in high-pressure situations 

• Influences outcomes without formal authority 

• Comfortable interfacing with executive leadership 

Nice-to-Have 

• Experience in regulated or customer-critical environments (FinTech, Payments, SaaS) 

• Exposure to ITSM tools like ServiceNow, PagerDuty etc. 

• Exposure to monitoring tools like Datadog, Grafana, Dynatrace etc. 

About Convera

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.

We offer an abundance of competitive perks and benefits including:

• 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).
• This position follows a shift roster defined by the company. As we operate in a 24/7 environment, the selected candidate will work according to rotating schedules.

Apply now if you’re ready to unleash your potential.

Gestión de Incidentes y Mayores Incidentes

Responsabilidades Clave

• Actuar como Incident Manager / Major Incident Manager para incidentes de alta severidad e impacto empresarial, organizando incident bridges y war rooms, impulsando una triage rápida, propiedad clara y toma de decisiones oportuna.
• Garantizar que los incidentes estén correctamente clasificados, priorizados y escalados según impacto y urgencia.

Propiedad de Procesos ITSM y Gobernanza

• Hacer cumplir las prácticas de Gestión de Incidentes y Problemas alineadas con ITIL.
• Asegurar documentación precisa y completa en ServiceNow, incluyendo: impacto y servicios afectados, líneas de tiempo del incidente, resúmenes de causa raíz y seguimientos.
• Actuar como Problem Manager para identificar problemas recurrentes y riesgos sistémicos, garantizando que los análisis de causa raíz (RCA) se completen con resultados accionables.
• Actuar como autoridad de proceso durante incidentes, asegurando la adherencia a los estándares ITSM definidos.

Disponibilidad del Servicio, Confiabilidad y KPIs

• Ser responsable de la supervisión operativa de la disponibilidad y confiabilidad del servicio. Monitorear y gestionar indicadores clave, como: disponibilidad y tiempo activo del servicio, volúmenes y tendencias de severidad de incidentes, MTTR y MTTD, cumplimiento de SLA y OLA.
• Utilizar datos de observabilidad para identificar proactivamente degradaciones del servicio y riesgos emergentes.
• Escalar preocupaciones sistémicas de disponibilidad o confiabilidad al liderazgo con insights fundamentados en datos.

Observabilidad e Inteligencia Operacional

• Aprovechar activamente plataformas de observabilidad (p. ej., Grafana, Datadog).
• Colaborar con equipos de ingeniería y SRE para mejorar la cobertura de monitoreo, la calidad de alertas y la relación señal/ruido.
• Asegurar que las alertas y escalaciones vía PagerDuty estén alineadas con la criticidad del servicio.

Comunicación y Relación con Ejecutivos

• Ser el punto principal de comunicación durante incidentes: brindar actualizaciones concisas a nivel ejecutivo que articulen el impacto al negocio, estado actual, pasos de mitigación y próximos hitos.
• Traducir detalles técnicos complejos a un lenguaje claro de negocio.
• Mantener confianza y compostura al interactuar con líderes senior durante eventos de alta presión.

Post-Incidente y Mejora Continua

• Facilitar o apoyar revisiones posteriores al incidente, identificando tendencias, brechas y oportunidades para mejorar procesos, herramientas y preparación operativa.
• Contribuir a la evolución de los playbooks, runbooks y estándares de respuesta del Command Center.

Calificaciones y Experiencia Requerida

Experiencia

• 3–6 años de experiencia en:
• Gestión de Incidentes
• Operaciones de Mayores Incidentes / Command Center
• Operaciones de producción o soporte de confiabilidad del sitio (SRE)
• Experiencia comprobada gestionando incidentes de alta severidad en entornos 24×7.
• Evidencia de liderazgo en la confiabilidad del servicio y KPIs operativos.

Conocimientos ITSM y de Procesos

• Sólido conocimiento de marcos ITIL / ITSM.
• Amplia experiencia práctica en:
• Gestión de Incidentes
• Flujos de trabajo de Mayores Incidentes
• Gestión de Problemas
• Experiencia haciendo cumplir disciplina ITSM en equipos tecnológicos distribuidos.

Habilidades y Competencias

• Habilidades excepcionales de comunicación y facilitación.
• Mentalidad analítica y comodidad usando métricas y tableros.
• Capacidad para operar con decisión en situaciones de alta presión.
• Influencia efectiva sin autoridad formal.
• Comodidad al interactuar con liderazgo ejecutivo.

Deseable

• Experiencia en entornos regulados o críticos para clientes (FinTech, Pagos, SaaS).
• Conocimiento de herramientas ITSM como ServiceNow, PagerDuty, etc.
• Conocimiento de herramientas de monitoreo como Datadog, Grafana, Dynatrace, etc.

Sobre Convera

Convera es la empresa de pagos transfronterizos B2B más grande del mundo fuera del sector bancario. Anteriormente conocida como Western Union Business Solutions, aprovechamos décadas de experiencia en la industria y soluciones tecnológicas para ofrecer movimientos de dinero más inteligentes a nuestros clientes, ayudándolos a capturar mayor valor en cada transacción.

Convera atiende a más de 30,000 clientes, desde propietarios de pequeñas empresas hasta tesoreros corporativos, instituciones educativas, instituciones financieras, firmas legales y ONG.

Nuestros equipos se preocupan profundamente por el valor que brindamos a nuestros clientes, lo cual hace que Convera sea un lugar de trabajo gratificante. Este es un momento emocionante para nuestra organización mientras construimos un equipo con personas orientadas al crecimiento y enfocadas en resultados, que quieran avanzar rápidamente en un entorno innovador.

Como una empresa verdaderamente global con empleados en más de 20 países, somos apasionados por la diversidad; buscamos y celebramos personas de distintos orígenes, estilos de vida y perspectivas únicas. Queremos trabajar con el mejor talento y fomentar una cultura de inclusión y pertenencia.

Ofrecemos múltiples beneficios competitivos:

• Salario competitivo en el mercado.
• Excelentes oportunidades de crecimiento y desarrollo profesional en una organización global.
• Un enfoque flexible al trabajo y un esquema híbrido con 2 días a la semana en la oficina.
• Generoso seguro (salud, discapacidad, vida).
• Días feriados, tiempo libre y políticas de licencia para eventos de vida (maternidad, paternidad, adopción).
• Oportunidades de voluntariado pagadas (5 días por año).
• Esta posición sigue un rol de turnos definido por la empresa. Como operamos en un entorno 24/7, la persona seleccionada trabajará según horarios rotativos

Role Overview

We are seeking a Senior ServiceNow Developer to design, build, and scale solutions across the ServiceNow platform with a strong focus on ITSM, integrations, and AI-driven capabilities (Now Assist, NASK, Predictive Intelligence). This is a hands-on engineering role responsible for developing high-quality workflows, building integrations, and enabling intelligent automation across the enterprise.

Key Responsibilities ServiceNow Development & Engineering-

Develop solutions across Incident, Problem, Change, Request, Knowledge, and Service Catalog.

Build workflows, UI actions, business rules, and Flow Designer automations.

Maintain code quality and performance standards. Integration & Automation

Implement integrations using REST/SOAP APIs and Integration Hub

Integrate with monitoring tools, cloud platforms, and DevOps pipelines.

Enable end-to-end automation across ITSM workflows.

AI & Intelligent Automation-

Implement Now Assist, NASK, and Predictive Intelligence.

Build AI uses cases like summarization, duplicate detection, and knowledge generation.

Platform Engineering

Optimize performance and scalability.

Support CMDB integrations and platform upgrades.

Collaboration- Work with engineering and product teams.

Mentor junior developers and contribute to code reviews.

Required Qualifications-

7–10+ years of ServiceNow development experience.

 Strong ITSM module experience

Expertise in JavaScript, Flow Designer, APIs.

Experience with AI/automation tools.

Knowledge of cloud environments and integrations.

Preferred Qualifications-

Experience in regulated industries.

CMDB and service mapping knowledge.

DevOps integration experience.

ServiceNow certifications (CSA, CAD, CIS-ITSM)

About Convera

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 to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. 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.

We offer an abundance of competitive perks and benefits including: 

• Competitive salary
• Opportunity to earn an annual bonus.
• Great career growth and development opportunities in a global organization
• A flexible approach to work

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

#LI-KP1

Tech Operations (ITIL) Analyst

at Convera

Pune- WFH

We are establishing a Global Command Center responsible for 24×7 operational oversight, service availability, and incident leadership across the organization. The Incident Manager plays a critical role in protecting service reliability, enforcing ITSM discipline, and ensuring consistent operational outcomes. This role goes beyond reactive incident handling. The Incident Manager is accountable for service health, availability, reliability KPIs, and the end-to-end execution of Incident and Problem Management practices, while serving as the primary interface between technology teams, business stakeholders, and executive leadership during incidents.

Core Objectives of the Role:

• Maintain high service availability and reliability across customer-facing and critical internal services.
• Lead major incidents with clarity, structure, and urgency
• Ensure consistent execution of ITSM processes, particularly Incident and Problem Management
• Provide real-time operational visibility and executive-ready communications
• Drive continuous improvement in operational KPIs and service stability

Key Responsibilities: 

Incident & Major Incident management 

• 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.

ITSM Process Ownership & Governance 

• 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 

Service Availability, Reliability & KPIs 

• Own operational oversight of service availability and reliability - Monitor and manage key service health indicators, including Service availability and uptime / Incident volumes and severity trends / MTTR and MTTD / SLA and OLA adherence 

• Use observability data to proactively identify service degradation and emerging risks 
• Escalate systemic availability or reliability concerns to leadership with data-backed insights 

Observability & Operational Intelligence 

• Actively leverage observability platforms (e.g., Grafana, Datadog)  
• Partner with engineering and SRE teams to improve Monitoring coverage / Alert quality and signal-to-noise ratio 
• Ensure alerting and escalation via PagerDuty aligns with service criticality.

Communication & Executive Engagement

• Serve as the primary communication lead during incidents - Deliver concise, executive-level updates that articulate Business impact / Current status / Mitigation steps / Next milestones 
• Translate complex technical details into clear business language 
• Maintain confidence and composure while engaging senior leaders during high-pressure events

Post-Incident & Continuous Improvement

• Facilitate or support post-incident reviews - Identify trends, gaps, and opportunities for Process improvement / Tooling enhancement / Better operational readiness 
• Contribute to the evolution of Command Center playbooks, runbooks, and response standards 

 Required Qualifications & Experience:

• 3–6 years of experience in: 
• Incident Management 
• 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 

ITSM & Process Expertise 

• Strong working knowledge of ITIL / ITSM frameworks 

• Deep hands-on experience with: 
• Incident Management 
• Major Incident workflows 
• Problem Management  
• Experience enforcing ITSM discipline across distributed technology teams 

Skills & Competencies 

• Exceptional communication and facilitation skills 
• Strong analytical mindset with comfort using metrics and dashboards 
• Ability to operate decisively in high-pressure situations 
• Influences outcomes without formal authority 
• Comfortable interfacing with executive leadership 

Nice-to-Have 

• Experience in regulated or customer-critical environments (FinTech, Payments, SaaS) 
• Exposure to ITSM tools like ServiceNow, PagerDuty etc. 
• Exposure to monitoring tools like Datadog, Grafana, Dynatrace etc. 

About Convera
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.

We offer an abundance of competitive perks and benefits including: 

• Market competitive monthly gross salary.
• Opportunity to earn an annual bonus (based on role level)
• Great career growth and development opportunities in a global organization
• 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)

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

#LI-AK1

Tech Operations (ITIL) Analyst

at Convera

Pune- WFH

We are establishing a Global Command Center responsible for 24×7 operational oversight, service availability, and incident leadership across the organization. The Incident Manager plays a critical role in protecting service reliability, enforcing ITSM discipline, and ensuring consistent operational outcomes. This role goes beyond reactive incident handling. The Incident Manager is accountable for service health, availability, reliability KPIs, and the end-to-end execution of Incident and Problem Management practices, while serving as the primary interface between technology teams, business stakeholders, and executive leadership during incidents.

Core Objectives of the Role:

• Maintain high service availability and reliability across customer-facing and critical internal services.
• Lead major incidents with clarity, structure, and urgency
• Ensure consistent execution of ITSM processes, particularly Incident and Problem Management
• Provide real-time operational visibility and executive-ready communications
• Drive continuous improvement in operational KPIs and service stability

Key Responsibilities: 

Incident & Major Incident management 

• 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.

ITSM Process Ownership & Governance 

• 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 

Service Availability, Reliability & KPIs 

• Own operational oversight of service availability and reliability - Monitor and manage key service health indicators, including Service availability and uptime / Incident volumes and severity trends / MTTR and MTTD / SLA and OLA adherence 

• Use observability data to proactively identify service degradation and emerging risks 
• Escalate systemic availability or reliability concerns to leadership with data-backed insights 

Observability & Operational Intelligence 

• Actively leverage observability platforms (e.g., Grafana, Datadog)  
• Partner with engineering and SRE teams to improve Monitoring coverage / Alert quality and signal-to-noise ratio 
• Ensure alerting and escalation via PagerDuty aligns with service criticality.

Communication & Executive Engagement

• Serve as the primary communication lead during incidents - Deliver concise, executive-level updates that articulate Business impact / Current status / Mitigation steps / Next milestones 
• Translate complex technical details into clear business language 
• Maintain confidence and composure while engaging senior leaders during high-pressure events

Post-Incident & Continuous Improvement

• Facilitate or support post-incident reviews - Identify trends, gaps, and opportunities for Process improvement / Tooling enhancement / Better operational readiness 
• Contribute to the evolution of Command Center playbooks, runbooks, and response standards 

Required Qualifications & Experience:

• 3–6 years of experience in: Incident Management/ 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 

ITSM & Process Expertise 

• Strong working knowledge of ITIL / ITSM frameworks 

• Deep hands-on experience with: 
• Incident Management 
• Major Incident workflows 
• Problem Management  
• Experience enforcing ITSM discipline across distributed technology teams 

Skills & Competencies 

• Exceptional communication and facilitation skills 
• Strong analytical mindset with comfort using metrics and dashboards 
• Ability to operate decisively in high-pressure situations 
• Influences outcomes without formal authority 
• Comfortable interfacing with executive leadership 

Nice-to-Have 

• Experience in regulated or customer-critical environments (FinTech, Payments, SaaS) 
• Exposure to ITSM tools like ServiceNow, PagerDuty etc. 
• Exposure to monitoring tools like Datadog, Grafana, Dynatrace etc. 

About Convera
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.

We offer an abundance of competitive perks and benefits including: 

• Market competitive monthly gross salary.
• Great career growth and development opportunities in a global organization
• 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)

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

#LI-AK1

Job Description: Full Stack Developer with a strong background in building scalable, high-quality, and high-performance web applications on the Microsoft technology stack and AWS Cloud environment. Develop front-end interfaces using Angular, while also building and maintaining the technology that powers our suite of microservices utilizing .NET Core and C# Web API. Deploy and manage our applications and infrastructure. Additionally, design and implement our backend systems and databases. This role is crucial in driving the success of our products and services, requiring a balanced mastery of front-end, middleware and back-end technologies, along with an understanding of cloud-based solutions. The candidate must ensure software quality with a focus on code optimization and organization. Must be able to troubleshoot application issues and coordinate issue resolution with operations, functional, and technical teams. Position allows for partial remote work. Must live within reasonable commuting distance. Reports to company office in Denver, CO.

Job Requirements: Requires a Bachelor's degree of Science in Applied Computer Science, Software Engineering, or related field. Requires 5 years of progressive, post-Bachelor's experience. Must have some experience in each of the following skills: Design and develop scalable and robust Microservices using Dot Net Core and C# Web API. Design, implement, and maintain both RDBMS and NoSQL databases. Web application development using HTML5, CSS3, SCSS, and JavaScript. Web front end / single page application development using Typescript and Angular v10.0 or higher. AWS technologies such as S3, EC2, and Lambda. Agile software development and Scrum ceremonies. Monitoring tools such as Splunk or Datadog to maintain and support production applications.

Salary range: $161,886.00 to $199,000.00 per year.