Enterprise Incident & Problem Management Analyst

GENERAL DUTIES & RESPONSIBILITIES • 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. • Develops, coordinates and promotes incident and problem management activities across the entire enterprise and takes responsibility for effective functioning of these processes across organization. • Provides immediate response and coordination aimed at minimizing the duration of service interruptions. • Makes decisions regarding real-time incident resolution activities and selecting client situations for executive & management escalation updates. • Acts 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. • Maintains trend data and metrics related to incidents and problems for clients and executive reporting. • Recommends and documents departmental standards and procedures. • Consults with other teams on proper integration and correlation of the incident and problem management process and their respective areas. • Ensures effective and rapid response to major incidents. • Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process. • Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by business and technology needs. • Compiles the enterprise post incident report and works with various teams in root cause analysis process to determine cause of incident. • Other related duties assigned as needed. EDUCATION REQUIREMENTS Bachelor’s Degree in computer science, business or communication or the equivalent combination of education, training, or work experience. GENERAL KNOWLEDGE, SKILLS & ABILITIES • 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 FIS JOB LEVEL DESCRIPTION Career level professional role. Moderate skills with moderate level of proficiency. Works under moderate supervision with latitude for independent judgment while learning. Able to lead or manage moderate incidents, including problem management activities, from start to finish. Compose internal communications while conveying the appropriate level of urgency with minimal supervision. Identifies incidents that may require management or executive escalation. May assist senior peers on less-complex projects in order to learn through experience. Capable of authoring and assisting with client facing service level reports.

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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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