About your role:
We are seeking a highly experienced and strategic Incident Manager Senior Director to lead our FTS incident management function. The ideal candidate will be responsible for overseeing the resolution of high-impact incidents, driving continuous improvement initiatives, and ensuring alignment with business objectives.
What you’ll do:
- Provide strategic direction and leadership for the incident management team, ensuring effective response and resolution of major incidents
- Oversee the management of high-impact incidents, ensuring minimal disruption to business operations and timely communication with stakeholders
- Collaborate with IT teams, business units, and external vendors to manage and resolve incidents efficiently
- Develop and refine incident management processes, policies, and procedures to enhance efficiency and effectiveness
- Prepare and present detailed incident reports, including metrics and trends, to executive management and other stakeholders
- Mentor and develop junior incident managers and other IT staff, promoting best practices in incident management, including Fiserv Service Management Boot Camp training
- Ensure the availability of 24/7 incident management support through effective on-call rotation and resource planning. In addition, this person will be a member of the Fiserv SRT (Senior Response Team) and will be responsible for leading P1/P2 Incident bridges on a rotating basis
Experience you’ll need to have:
- 10+ years of operational or incident management experience
- 5+ years of leadership experience
- 5+ years of experience using enterprise communication tools such as Teams and Outlook
- Experience effectively communicating both and up and down throughout the organization and swiveling between business and IT employees
- Bachelor's degree in a related field or an equivalent combination of education, military, and work experience
Experience that would be great to have:
- Experience in a large enterprise environment
- Experience in large enterprise Incident Management
- ITIL Foundation certification is highly desirable
- Experience using and creating monitoring and alerting tools such as Splunk, ServiceNow, and Microsoft Power Automate
Sponsorship:
- US Permanent Residency or US Citizenship is required for this role due to federal contracts
Benefits at Fiserv:
- Fuel Your Life program to support your physical, financial, social, and emotional well-being
- Paid holidays and generous time away policies
- No-cost mental health support through Employee Assistance Programs
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards
- Eight Employee Resource Groups to foster a collaborative culture and expand your network
- Unparalleled professional growth with training, development, and internal mobility opportunities
- Medical, dental, vision, life, and disability insurance options available from day one
- Retirement planning and discounted shares with the Employee Stock Purchase Plan
- Tuition assistance and reimbursement program
- Paid parental, caregiver, and military leave
R-10360402
