IT Incident Manager

Hi,

IT Incident Manager

Below is the job description:

What does a successful IT Incident Manager do at Fiserv:

• Has expertise in managing high-severity incidents across complex fintech systems.
• Drive incident response, resolution coordination, and ensure continuous improvement of our IT service landscape.
• The ideal candidate will have strong infrastructure awareness along with knowledge of monitoring and troubleshooting tools, and exceptional communication skills.

What will you do:

• Lead and manage critical IT incidents (P1/P2/P3) from detection to resolution. Coordinate across engineering, infrastructure, operations, application support, and vendors.
• Ensure all incidents are resolved within defined SLA/OLA timelines. Proactively engage with incidents using monitoring tools. Use incident troubleshooting platforms/tools to analyse logs, metrics, alerts, and performance data.
• Ensure monitoring dashboards and alerting systems are configured and fine-tuned with relevant teams. Drive Post-Incident Reviews (PIRs) and formal Root Cause Analysis (RCA) for major incidents.
• Track and follow up on permanent fixes, automation, or process enhancements to prevent recurrence. Maintain documentation for known errors, runbooks, and operational workflows.
• Ensure adherence to ITIL-aligned Incident and Problem Management processes.
• Work hands-on with ServiceNow to manage incidents, escalations, and documentation. Continuously improve incident workflows, escalations, and reporting structures.
• Communicate incident impact, root causes, and updates effectively to both technical and business audiences. Serve as the key point of contact during high-impact incidents.
• Coach junior staff and support teams on monitoring, incident handling, escalation hygiene, and post-mortem discipline.

What You Will Need to Have:

• 6 to 8 years of experience in IT Incident Management or Production Support roles.
• Experience in monitoring and managing real-time, high-availability systems (preferably in fintech/payment domains).
• Strong awareness of infrastructure concepts (networks, servers, storage, databases, Application basics etc).
• Proven expertise with monitoring and troubleshooting tools.
• Solid hands-on experience in ServiceNow.
• Familiar with incident handling frameworks, SLAs/OLAs, and escalation models.
• Excellent written and verbal communication - crisp, structured and executive-facing.
• Have to work in 24x7 support model / on-call rotation.

What Would Be Great to Have:

• ITIL Foundation certification (preferred).

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protector veteran.

Explore the possibilities of a career with Fiserv and Find your Forward with us !