FICC Major Incident Management SRT

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 (ip addresses, device names, etc) and impact assessment information (applications affected, clients impacted and impact types/amounts).

• 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.

• Collaboration: Work closely with other departments and stakeholders to ensure seamless communication as well as appropriate coordination occur during the Major Incident lifecycle.

• Process Improvement: Assisting with the identification of process enhancement opportunities and help to coordinate the implementation of best practices to improve Major Incident Management efficiency and effectiveness.

• 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.

• Coaching & Training: Responsible for ‘shadowing’ less tenure Major Incident Managers to evaluate their performance on Major Incidents and provide real-time (or near-real-time) mentoring to those associates.

• Compliance: Ensure FICC personnel comply with company defined policies, procedures, and regulatory requirements.

Experience you’ll need to have:

• Minimum 6 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.

• Minimum 3 years of experience communicating directly (both written and verbal) with C-level associates.

• Proficiency in Command Center technologies and software.

• Proficient in working with MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow.

• 8+ years of an equivalent combination of educational background, related experience, and/or military experience.

Experience that would be great to have:

• Experience with the Atlassian Suite, AppDynamics and ServiceNow.

• ITIL Foundational certification.

• Strong working knowledge of monetary movement processing functionality and flow (aka “Funding and Settlement”).

• Strong working knowledge of Command Center monitoring tools (i.e. Splunk, Dynatrace, ThousandEyes, Moogsoft, etc).

• Strong working knowledge of three primary areas of IT infrastructure: Computing platforms, Networking and communications and Data storage