Lead Major 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

About your role:

We are seeking a highly skilled, detail-oriented and motivated Major Incident Management SRT (Senior Response Team) associate to join the FICC (Fiserv Incident Command Center). This candidate will be responsible for working high-pressure situations as the Lead Major Incident Manager for issues which are (or could) impact our IT services. You will work closely with various IT Support and Business teams to ensure timely and safe service restoration actions are taken to minimize/cease the impact to our clients, particularly during emergencies or P1/P2 Major Incidents.

What you’ll do:

• Command and Control: Responsible for ensuring the highest level of command and control are being performed for all Major Incidents, with emphasis on frequent impact assessment as well as quick and safe service restoration for the clients.
• MIMIC (Major Incident Management Information and Collaboration) Tool: Responsible for ensuring relative information is being captured and documented real-time into our Level Set and Workstream tool (MIMIC). This includes (but is not limited to) all fix action attempts, specific infrastructure details and impact assessment information
• Post Incident Reviews (PIRs):Responsible for performing a thorough Post Incident Review of every Major Incident worked to ensure an accurate and detailed synopsis of the issue is provided by root cause owners and service restoration support. Additionally, ensure all ‘opportunities’ (or ‘shortfalls’) have been identified, discussed and documented as Problem Tasks (pTasks) for follow up during the formal Problem Review process.
• Continual Service Improvement: Responsible for participating in the identification of ‘Continual Service Improvement’ initiatives to help streamline the Major Incident lifecycle. This may include requirement gathering and testing as part of the overall initiatives.
• Compliance: Ensure FICC personnel comply with company defined policies, procedures, and regulatory requirements.

Experience you’ll need to have:

• Minimum 5 years of experience in a Command Center or similar environment, with at least 3 years of experience working highly visible and significant impacting Major Incidents.
• Minimum 3 years of experience in Service Management.
• Proficiency in Command Center technologies and software.

Experience that would be great to have:

• ITIL Foundational certification.
• Advanced working knowledge of Command Center monitoring tools (i.e. Splunk, Dynatrace, ThousandEyes, Moogsoft, etc).

How you’ll work:

• Shift:Ability to work 12 hour shifts, which may include nights, weekends, and holidays.
• On Call: Ability to provide rotating On Call support as needed for highly visible and significant impacting Major Incidents.

#LI-TH1

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

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 Equal Opportunity:

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.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

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.