About your role:
We are seeking a skilled, detail-oriented and proactive Major Incident Manager associate to join the FICC (Fiserv Incident Command Center). This candidate will be responsible for working high-pressure situations as the Lead Major Incident Manager for issues which impact our IT services. You will work closely with various IT Support and Business teams to ensure timely and safe service restoration actions are taken to minimize/cease the impact to our clients, particularly during P2/P3/P4 Major Incidents.
What you’ll do:
- Command and Control: Responsible for ensuring the highest level of command and control are being performed for all Major Incidents, with emphasis on frequent impact assessment as well as quick and safe service restoration for the clients.
- MIMIC (Major Incident Management Information and Collaboration) Tool: Responsible for ensuring relative information is being captured and documented real-time into our Level Set and Workstream tool (MIMIC). This includes (but is not limited to) all fix action attempts, specific infrastructure details (ip addresses, device names, etc) and impact assessment information (applications affected, clients impacted and impact types/amounts).
- Post Incident Reviews (PIRs):Responsible for performing a thorough Post Incident Review of every Major Incident worked to ensure an accurate and detailed synopsis of the issue is provided by root cause owners and service restoration support. Additionally, ensure all ‘opportunities’ (or ‘shortfalls’) have been identified, discussed and documented as Problem Tasks (pTasks) for follow up during the formal Problem Review process.
- Collaboration: Work closely with other departments and stakeholders to ensure seamless communication as well as appropriate coordination occur during the Major Incident lifecycle.
- Process Improvement: Assisting with the identification of process enhancement opportunities to improve Major Incident Management efficiency and effectiveness.
Experience you’ll need to have:
- Minimum of 3+ years of experience working in a Major Incident Management organization, with a strong understanding of the Major Incident Management lifecycle.
- Proficiency in Command Center technologies and software.
Experience that would be great to have:
- ITIL Foundational certification.
- Strong working knowledge of Command Center monitoring tools (i.e. Splunk, Dynatrace, ThousandEyes, Moogsoft, etc).
- 1+ years experience understanding of three primary areas of IT infrastructure:
- Computing platforms
- Networking and communications
- Data storage and management
How you’ll work:
- Shift: Ability to work 12 hour shifts, which may include nights, weekends, and holidays.
- Environment: Fast-paced, high-stress environment requiring quick thinking, critical decision making and adaptability.
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