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 skilled, detail-oriented, and proactive Major Incident Manager associate to join the FICC (Fiserv Incident Command Center). 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 P3/P4 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.
• Utilize Fiserv’s home build MIMIC tool (Major Incident Management Information and Collaboration), comparable to Adobe Connect.
• Ensure 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.
• This includes leading all efforts related to P3/P4 Major Incidents as well as being the focal point for all MIMIC documentation on P1/P2 Major Incidents along-side of a Major Incident Management SRT associate who will be responsible for Command and Control of the Major Incident meeting.
• 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 to improve Major Incident Management efficiency and effectiveness.

Experience you’ll need to have:

• Minimum of 4+ years of experience working in a Major Incident Management organization, with a strong understanding of the Major Incident Management lifecycle.
• Proficiency in Command Center technologies and software.
• Proficient in working with MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow.
• 5+ years of an equivalent combination of educational background, related experience, and/or military experience.

Experience that would be great to have:

• 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).
• Experience understanding of three primary areas of IT infrastructure: Computing platforms, Networking and communications, Data storage and management.

How you’ll work:

• Sunday-Tuesday every/other Wednesday OR Thursday-Saturday every/other Wednesday, from 8:30am to 8:30pm EST, this includes holidays and on call during your shift days.
• This role is on-site position. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences helps you with your overall onboarding experience and lead to stronger productivity.
• This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.
• This role may require being on-call during non-standard and/or overnight hours.
• This role requires use of a computer and audio equipment.

Important info about this role:

• All offers of employment are contingent on standard background checks. Fiserv and certain of its affiliated companies are federal, state, and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.
• In order to be considered, you must be a U.S. Citizen due to contractual obligations.

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This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Massachusetts, 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 [email protected]. 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.