This position will report to the Director - Digital Platform Operations/Digital Client Experience and lead a 24x7 Tier 1 Incident Response Team accountable for restoration of service for multiple digital entry points in a complex global environment. This requires experience in a matrixed support environment working with infrastructure engineering, network engineering, incident management, cyber security and multiple Tier 2 and Tier 3 iCTO and CIO support organizations.

Responsibilities/Scope/Complexity

• Accountable for the 24x7 Tier 1 Incident Response Team (IRT) supporting multiple digital channel entry points.
• Lead a global matrixed team of leads and associate engineers is using AI technology to restore service, using escalation to Tier 2 as a last resort for complex events or issues with major scope of impact.
• Ability to discover existing documentation across multiple complex business lines in a large organization with a history of multiple merger and acquisitions and multiple support processes.
• Experience in using leads to transfer the disparate knowledge repositories into a single system and build a training program for a global 24x7 staff.
• Knowledge of the process to migrate business processes from a ticket based work queue into a single observability platform/artificial intelligence technology to collaborate in situational response to events vs. disparate work streams.
• Experience in transformation of siloed work streams of similar technologies into a single work flow using technology and automation to restore service with skilled associates vs. dedicated technology support engineers.
• Ability to problem solve transition and transformation complexity autonomously with little direction. Interactions can involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
• Experience in leading with a focus on developing capabilities and driving improvements in the business.
• Participates in establishing team/functional strategic plans and objectives.
• Experienced in a scope that will include Domestic and International responsibility.
• Coordinates and leads complex tactical activity to restore service across multiple technologies (firewall, load balancer, web layer, application layer, database layer and core systems).
• Achieves goals and deliverables through management of multiple projects, programs, associates and vendors
• Works on moderate to complex issues where analysis of situations or data requires an in-depth knowledge of the Function/BU/Fiserv.
• Participates in development of methods, techniques and evaluation criteria for projects, programs, and people.
• Demonstrated experience in project and people management skills
• Applies specialized techniques to resolve highly complex and diverse problems. Identifies, investigates and recommends solutions to recurring problem.
• Full responsibility for managing resources for area of expertise.
• Communicates internally and externally to all levels of management, agencies and customers
• Responsible for staffing and managing performance for a team through performance reviews, employee feedback and managing 24x7 global schedules.
• Duties and responsibilities as assigned.

Impact:

• Provides input for objectives for assigned area are defined by upper management. Latitude to make decisions to achieve defined goals. Failure to achieve objectives will have impact to own department or functional area and may impact the short-term goals of the organization

Interaction:

• Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other business units, or customers and the company.

Experience:

• Demonstrated leadership in transitioning a team to new ticketing, monitoring and support technology
• Creates and executes project and program plans, reports and revises as needed.
• Skilled in using Business Intelligence (BI) to manage team activity and performance
• Support of On Line Banking
• Support of Mobile applications, both Apple and Android
• Skilled in using ServiceNow and associated reporting
• Experience with using Splunk

Knowledgeable on using the following tools or equivalent technology:

• MoogSoft or an artificial intelligence (AI) observability platform
• AppDynamics application performance monitoring
• Dynatrace application performance monitoring
• Foglight database performance monitoring
• ExtraHop network interaction/detection monitoring
• 8-13 years of an equivalent combination of educational background, related experience and/or military experience.
• Director equivalent scope/complexity leadership experience

Basic qualifications for consideration:

• 4-year college degree in IT or Engineering
• 9 year of experience in applicable field

Learn more about Fiserv: Life moves fast. And as it does, we know most people aren't thinking about "financial services" But we are. We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely. We're Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company's approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought. Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World's Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation. Explore the possibilities of a career with Fiserv and Find Your Forward with us.

We welcome and encourage diversity in our workforce. Fiserv is an equal opportunity employer/disability/vet

In order to protect our Fiserv community, Fiserv requires all newly hired employees in the United States to be fully vaccinated before their start date. Proof of vaccination will be a condition to hiring. Fiserv complies with all applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.

This role is not eligible to be performed in Colorado