Senior Incident Management Professional

4 weeks ago

Omaha, United States Fiserv Full time
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
Senior Incident Management Professional

What does a successful Senior Incident Management Professional do at Fiserv?

As part of the Issuer Solutions team, you will deliver a predictable and positive customer experience for the products and services our clients use daily. You have senior client facing experience in a fast paced, dynamic setting with a focus on continuous improvement. You have outstanding problem management, communication, collaboration, and experience driving operational improvement across our change management, mean time to restore and incident reduction objective. You will work closely with senior leadership and cross-functional teams to strategize and develop short and long term plans that usher in new levels of operational excellence and client satisfaction.

What you will do:
  • Work on moderate to complex issues where analysis of situations or data requires an in-depth knowledge of the function, business unit and Fiserv.
  • Monitor, triage, and action events across Fiserv's Global Financial Services critical platforms and have awareness of potential impact of upcoming changes.
  • Run and drive incident bridge calls with commanding leadership and control.
  • Maintain work stream documentation and data integrity within the incident.
  • Evaluate and assess daily, weekly, monthly, yearly operational, and technical metrics/KPIs for continuous improvement opportunities to help minimize financial and reputational impact to Fiserv and our clients.
  • Partner with multiple divisions, both business and technical, throughout the firm to drive a reduction in client impacting incidents and to help drive resolution/ownership for incidents that have been promoted to major.
  • Support and drive automation, elimination, and simplification of our current processes.
  • 4 day work week with 1 possible weekend day, 12 hour shifts and participate in an on-call production support schedule, if needed.
What you will need to have:
  • 1 year or more of Incident Management experience using monitoring and alerting tools i.e., Splunk, Dynatrace, Moogsoft.
  • 2+ years of operational experience.
What would be great to have:
  • Strong decision-making skills with the ability to effectively multitask and handle competing priorities.
  • ITIL Foundational certification.
  • Previous experience with Bluezone TPX sessions and Command Structure.
  • Knowledge of ITIL framework and production support best practices.
  • Experience effectively communicating throughout the organization, including with senior leadership.
  • Proficiency translating situations in both a technical and business-friendly manner.
#LI-DS1

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.

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).


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 Companies™" 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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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.

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