Enterprise Incident & Problem Management Analyst

As an Enterprise Incident and Problem Management Analyst at FIS you will be responsible for providing 24 x7 support, management and escalation of priority one and two level production impacting incidents throughout an incident lifecycle across multiple data centre environments.

WHAT YOU WILL BE DOING:

• Manage global incidents across multiple data center environments to protect production systems critical to business success.

• Ensure contractual service level agreements are met in support of client and company mission-critical business requirements.

• Work across a wide array of product lines and engages various levels of management on a day-to-day basis.

• Develop, coordinates and promotes incident and problem management activities across the entire enterprise and takes responsibility for effective functioning of these processes across organization.

• Provide immediate response and coordination aimed at minimizing the duration of service interruptions.

• Make decisions regarding real-time incident resolution activities and selecting client situations for executive & management escalation updates.

• Act as a liaison between the business and technology teams for high severity incidents (priority 1 and 2 spanning across the entire enterprise and escalates as appropriate.

• Maintain trend data and metrics related to incidents and problems for clients and executive reporting.

• Recommend and documents departmental standards and procedures.

• Consult with other teams on proper integration and correlation of the incident and problem management process and their respective areas.

• Ensure effective and rapid response to major incidents.

• Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process.

• Facilitate daily, weekly and monthly tactical meetings as well as creates incident reports as determined by business and technology needs.

• Compile the enterprise post incident report and works with various teams in root cause analysis process to determine cause of incident.

 WHAT YOU WILL BRING:

• Must have skills/tools/experience: solid and proven experience doing Incident Management, Problem Management, Process Improvement Initiatives. Possess excellent communication skills and experience handling escalations

• Nice to have skills/tools/experience: ITIL v4 certification, ServiceNow, Financial Industry experience

• Must be willing to work on a Hybrid setup (2-3 times a week onsite). Office location is at Ecoplaza Bldg, Makati City (located near Magallanes MRT Station, EDSA)

• Considerable knowledge of incident and problem management principles, procedures and techniques

• Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL)

• Strong knowledge of issue resolution and escalation practices

• Knowledge of FIS products and services

• Broad knowledge of IT infrastructure

• Ability to apply analysis and creative thinking when solving problems and conflict

• Ability to provide acute attention to detail

• Ability to communicate effectively to all levels within the organization

• Ability to manage multiple incident tasks simultaneously

• Conflict resolution and facilitation skills

• Decision making ability within specified parameters

• Independent and collaborative decision making

• Skilled at identifying and implementing process improvements

• Ability to effectively establish and maintain relationships across the organization

• Excellent written communication skills

• Solid business acumen and an awareness of business implications of decisions

• Demonstrated skill in timely, proactive, responsive follow-through on deliverables

• Ability to organize tasks and priorities effectively and under minimal supervision

• Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions

What we offer you :

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment

• Diverse and collaborative atmosphere

• Professional and personal development resources

• Opportunities to volunteer and support charities

• Competitive salary and benefits

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Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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