What does a successful Incident Manager do at Fiserv?
At Fiserv, the Incident Manager is critical for ensuring seamless operations and swift response to any incidents impacting our merchant processing and business processing cycle. You will play a pivotal role in maintaining service excellence, coordinating communication channels, and liaising with Technical, Product Development, Infrastructure, Support, and Documentation teams. Your success will directly contribute to maintaining Fiserv’s high standards of operational integrity and customer satisfaction.
What you will do:
- Manage and own the Incident Response process to ensure minimal disruption.
- React to preliminary incident indicators and confirm service impact.
- Communicate post-incident details such as impact, status, and resolutions internally across all channels.
- Collect and distribute Root Cause Analysis details from technical teams.
- Collaborate closely with Production Support teams to resolve incidents.
- Update and maintain necessary internal documentation, consulting on any external documentation required.
- Continuously improve the quality and efficiency of the Incident Response process.
- Occasionally work outside standard business hours based on critical incident requirements.
What you will need to have:
- 3+ years of experience in Incident Response or Incident Management within a technology-driven environment.
- 2+ years of experience with Confluence for maintaining process guidance and Jira for managing release and incident tickets.
- Bachelor’s degree in a related field or an equivalent of education, work and/or military experience.
What would be great to have:
- 4+ years of experience with Microservices Release Management and Platform Orchestration.
- Familiarity with CI/CD pipelines, SQL, Kibana log retrieval, and data center architecture.
- Familiarity with monitoring tools such as AppDynamics or other APM solutions.
- Experience with the Atlassian Suite and ServiceNow for incident management.
- Experience with PagerDuty & StatusPage
Important info about this role:
- We’re better together. This role is on-site 4 days a week.
- In order to be considered, you must be legally authorized to work in the U.S. without need for sponsorship now or in the future.
- This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.
Perks at Work:
- We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
- Maintain a healthy work-life balance with paid holidays, generous time off policies, including Unlimited Recharge & Refuel for qualifying associates, and free counseling through our EAP.
- Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
- Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
- Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
- Advance your career with training, development, certification, and internal mobility opportunities.
- Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.
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