ITIL V3_Incident Manager

Calling all innovators - find your future at Fiserv.

We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Job Posting Title: Incident Manager

What does a successfuldo at Fiserv

As an Incident Manager, you will provide executive level communications, and work to mitigate impact and restore service during production incidents to minimize downtime. We are looking for strong communicators with experience leading in critical situations. Ideal candidates exhibit a sense of urgency around restoring service for our clients, proactively monitoring, keep relevant stakeholders informed, and drive complex projects to completion with minimal guidance.

What you will do:

• Driving Major Incidents and ensure right technical teams and business stake holders are involved on the bridge and felicitate swift recovery and resolution of incident.
• Responding to a reported service incident, identifying the cause, and initiating the major incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Identify opportunities to improve internal processes and work cross-functionally with the relevant teams to implement these opportunities.
• Continuous improvements driven thoughts to improve the process to ensure its effectiveness.
• Monitoring Moogsoft Events dashboard for critical alerts and engaging tech teams for swift actions/resolutions
• Establish and follow functional and hierarchal escalation process as appropriate for swift resolution.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Proactive communication/updates to facilitate quality updates to leadership and business stakeholders.

What you will need to have:

• Experience managing major incidents, driving issues to resolution, and leading RCA efforts.
• 5-7 years in handling Incident Management responsibilities.
• Curiosity for solving complex problems through hypothesis-driven root cause investigations.
• Effective communication skills to interact with audiences of varying technical backgrounds and leadership levels.
• ITIL v3/v4 Foundation Certified

What would be great to have:

• Experience working with Moogsoft, Splunk, JIRA, ServiceNow, Dynatrace, AppDynamics
• Experience with automating manual processes.

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.