Enterprise Incident & Problem Management Analyst Senior

24/7 Rotational Shift

Are you curious, motivated, and forward-thinking? At FIS youll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About this Team:

Provide 24x7 support and management of incidents throughout incident lifecycle within a production environment. Ensure service level agreements are met in support of clients and companys mission-critical business requirements.

What youwill be doing:

• Lead and coordinate the incident response team during critical service disruptions
• Supports a computer operations environment that meets all service level agreements, e.g., 24x7 availability, response time parameters, etc. and availability targets.
• Make quick decisions about escalation and prioritization
• Ensure proper documentation of the incident timeline and actions taken
• Manage the bridge call or incident war room
• Provide regular status updates to leadership and affected business units
• Coordinate with external vendors or third-party providers if needed

Prevention and Preparation:

• Develop and maintain incident management procedures and playbooks
• Ensure incident response plans are up-to-date and tested regularly
• Train team members on incident response procedures
• Review incident patterns to identify systemic issues
• Work with teams to implement preventive measures
• Maintain contact lists and escalation procedures
• Coordinate regular disaster recovery and business continuity exercises
• Recommend process improvements based on lessons learned
• Update documentation and procedures based on experience

What You Bring:

• 7-11 years experience of working on Major Incident Management for UK/US clients
• Must hands on experience in Banking / Finance Domain
• Manages global incidents across multiple data center environments to protect production systems critical to business success.
• Ensures contractual service level agreements are met in support of client and company mission-critical business requirements.
• Works across a wide array of product lines and engages various levels of management on a day to day basis.Ability to organize tasks and priorities effectively and under minimal supervision
• Develops, coordinates and promotes incident and problem management activities across the entire enterprise and takes responsibility for effective functioning of these processes across organization.
• Strong communication & analytical skills Willing to work 24/7 including night shifts ,Must be good with multi-tasking.

Added bonus if you have

• Knowledge of FIS products and services
• Knowledge of financial services industry and basic financial analysis principles and ratios.