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Incident Manager

3 months ago

Marietta, Georgia, United States Fiserv Full time

You deserve to do what you love, and love what you do – a career that works as hard for you as you do. At Fiserv, we are more than 40,000 #FiservProud innovators delivering superior value for our clients through leading technology, targeted innovation and excellence in everything we do. You have choices – if you strive to be a part of a team driven to create with purpose, now is your chance to Find your Forward with Fiserv.

Responsibilities

Requisition ID R Date posted 05/30/2024 End Date 12/31/2024 City Marietta State/Region Georgia Country United States Additional Locations Berkeley Heights, New Jersey Location Type Onsite

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

Incident Manager

About the Team:

Meet Clover, the leading cloud-based integrated commerce platform. Chances are, you've already spotted us at your beloved local eateries, boutiques and stadiums. We're proud to have partnered with over 700,000 merchants around the world, and in 2022, we processed more than $240 billion in card transactions. Clover enables merchants to accept payments, run their business and sell more. Come help us transform the way merchants do business, join Clover.

Job Title: Incident Management Sr. Professional

What does a great Incident Management Professional do at Clover?

As an Incident and Event Management Associate in Issuer Solutions, you will be responsible for delivering a predictable and positive customer experience for the Fiserv products and services our clients use daily. We seek an experienced manager to join a highly skilled and customer-focused team. The ideal candidate will have senior client-facing experience in a fast-paced, dynamic setting focusing on continuous improvement. The role requires outstanding problem management, communication, collaboration, and the ability to drive operational improvement across our change management, mean time to restore, and incident reduction objectives. The Incident and Event Manager will work closely with senior leadership and cross-functional teams to strategize and develop short and long-term plans that usher in new operational excellence and client satisfaction.

What You Will Do

Works on moderate to complex issues where analysis of situations or data requires an in-depth knowledge of the Function/BU/Fiserv. Monitor, triage, and action events across Clover's critical platforms. Run and drive incident bridge calls with commanding leadership and control. Maintain workstream documentation and data integrity within the incident. Evaluate and assess daily, weekly, monthly, and yearly operational and technical metrics/KPIs for continuous improvement opportunities to help minimize financial and repetitional impact on Fiserv and our clients. Partner with multiple divisions, both business and technical, throughout the firm, to drive a reduction in client-impacting incidents. Open problem records and assign tasks for all incidents you have ownership of as an IT Services Manager. Participation in an on-call production support schedule, if needed.

What You Will Need To Have

Strong Ability to communicate effectively through verbal and written methods throughout the organization, including with senior leadership. Ability to translate situations in both a technical and business-friendly manner. 2+ Years of operational experience. 2+ Years of Incident Management. 1+ Years experience using monitoring and alerting tools. 1+ Years experience with ITIL framework and production support best practices. 1+ Years experience using enterprise communication tools. On-call required 1 weekend day per mont

What Would Be Great To Have

ITIL Foundational certification. Strong working knowledge of monitoring tools (DataDog PagerDuty Service Now).

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, New York or Washington.

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.

Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

What you should know about us:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune magazine's "World's Most Admired CompaniesTM" 9 of the last 10 years, one of Fast Company's Most Innovative Companies, and a top scorer on Bloomberg's Gender-Equality Index, we are committed to innovation and excellence.

Our commitment to Diversity and Inclusion:

Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.

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 business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won't ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won't send you a check to cash on Fiserv's behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI's Internet Crime Complaint Center.

Benefits

Medical, Vision and Dental Benefits Comprehensive benefit plans to suit your unique needs Fuel Your Life Wellness Program Resources to elevate your well-being 401k, Employee Stock Purchase Plans and Incentives & Bonuses When Fiserv performs well, so does your financial health Employee Resource Groups Celebrating inclusion in the workplace Paid Time Away Providing the time off to manage personal needs