Major Incident Manager

3 weeks ago

Baltimore, United States Fidelity National Information Services Inc Full time

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Commerce/Business Travel Percentage : 5 - 10% Are you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world. About the team Our group is adding a team of Major Incident Managers to our Global Command Center. This is a chance to build and shape a rebuilding organization to coordinate and assist our technical teams to resolve incidents. This is a flexible shift role with a rotational on call expectation. The team operates as a 24x7x365 global teams. What you will be doing As a Major Incident Manager, you will be responsible for overseeing the response and resolution of major incidents that have a significant impact on business operations and services. You will lead a multidisciplinary team, coordinate response efforts, and ensure effective communication with stakeholders to minimize disruption and restore services in a timely manner. Your day-to day responsibilities will include: * Incident Management Leadership: Lead the Major Incident Management (MIM) process, ensuring that major incidents are identified, prioritized, and managed effectively according to established policies and procedures. * Incident Coordination: Serve as the central point of contact for all major incidents, coordinating the activities of technical teams, subject matter experts, and stakeholders involved in the incident response process. * Incident Triage and Assessment: Quickly assess the severity and impact of major incidents, gathering relevant information to understand the scope, root cause, and potential consequences on business operations and services. * Escalation Management: Initiate and manage escalations as necessary, ensuring that appropriate resources are allocated, and senior leadership is informed of the incident status, impact, and resolution progress. * Communication Management: Facilitate clear and timely communication with stakeholders throughout the incident lifecycle, providing regular updates on incident status, progress, and resolution timelines. Maintain transparency and manage stakeholder expectations effectively. * Incident Resolution Coordination: Coordinate the activities of technical teams and support functions involved in incident resolution, including troubleshooting, root cause analysis, and implementing workarounds or permanent fixes. * Post-Incident Review: Facilitate post-incident reviews (PIRs) to analyze the causes and response to major incidents, identify areas for improvement, and implement corrective actions to prevent recurrence. * Documentation and Reporting: Ensure thorough documentation of major incidents, including incident logs, timelines, actions taken, and lessons learned. Generate incident reports and provide insights to leadership to support decision-making and continuous improvement efforts. * Stakeholder Management: Build and maintain positive relationships with key stakeholders, including business leaders, IT teams, vendors, and customers. Collaborate effectively to prioritize and address business-critical issues during major incidents. * Continuous Improvement: Drive ongoing improvements to the Major Incident Management process, tools, and capabilities based on industry best practices, lessons learned, and feedback from incident stakeholders. What you bring: Key attributes the ideal candidate will possess. * Bachelor's degree in information technology, computer science, or related field. * 5 years of experience in IT service management, with 3 years of experience specifically in incident management. * Strong understanding of ITIL framework, particularly incident management processes and practices. * Excellent leadership and communication skills, with the ability to lead cross-functional teams and facilitate collaboration during high-pressure situations. * Proven experience in managing major incidents in a fast-paced, complex IT environment, with a focus on minimizing impact and restoring services efficiently. * Analytical mindset with strong problem-solving skills and attention to detail. * Relevant certifications such as ITIL Foundation, ITIL Practitioner, or ITIL Expert are preferred. * Experience with incident management tools such as ServiceNow, xMatters, Everbridge, or Jira is desirable. Added bonus if you have: * You are a seasoned, experienced professional with a full understanding of IT application and system concepts. Creatively resolving a wide range of problems from technical to operational. * You regularly contribute to >2 projects and business services annually. * You have work on problems of diverse scope where analysis of data requires evaluation of identifiable factors. * You normally receive little instruction on work assignments. You regularly work both independently and collaboratively within the development and business organizations. What we offer you * A competitive salary and benefits * A variety of career development tools, resources and opportunities * The chance to work on some of the most challenging, relevant issues in the payment industry * Time to support charities and give back in your community #LI-MQ1 Privacy Statement FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice. Sourcing Model Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. #pridepass

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