About your role:
The Financial Institutions Group (FIG) MAVS Team functions as an integrated point of contact across the firm that supports the digital experience to enable efficient resolution of client-impacting events. Engineers collaborate across product areas, focusing on outcomes and remediations centered around clients and facilitating effective teamwork. The MAVS team provides visibility into the end-to-end digital experience throughout the application delivery chain, with emphasis on triage, breakfix, and reducing Mean Time to Restore (MTTR). This position operates on a 24/7 support schedule spanning three countries, with US business hours divided into three shifts and rotational weekend coverage to ensure continuous support for bankers.
What you will do:
- Work in a 24x7 Incident Response Team (IRT), supporting multiple digital channel entry points and its surrounds
- Execute established technical solutions as part of a global matrixed team using AI technology to restore service, using escalation to Tier 2 as a last resort for complex events or issues with major scope of impact
- Use configured tools and technology to resolve highly complex and diverse problems. Identifies recurring problems to track and trend
- Drive outages and major incidents on a bridge call towards service restoration and utilize technical documentation stored in multiple knowledge repositories
- Follow a technical training program for a global 24x7 staff by using portions of your shift to study and train.
- Use defined process for a ticket-based work queue as well as a single observability platform/artificial intelligence technology to collaborate in situational response to events.
- Coordinate restoration of service across multiple technologies (firewall, load balancer, web layer, application layer, database layer and core systems) with dedicated technology support engineers and execute workflow using technology and automation to restore service
- Work on moderate to complex issues where analysis of situations or data requires an in-depth knowledge of the Function/BU/Fiserv
Experience you’ll need to have:
- 3+ years of experience in application monitoring and incident management
- Experience using ServiceNow and associated reporting
- Experience with Splunk, Dynatrace, and/or AppDynamics application performance monitoring
- Knowledge of Windows & Linux servers
- Basic networking skills to understand the application topology and connectivity
- Bachelor’s degree in Computer Science, Information Technology, or related field
Experience that would be great to have:
- Skilled in using Business Intelligence (BI) to manage team activity and performance
- Experience with reading Splunk logs and troubleshooting
- Experience with MoogSoft or an artificial intelligence (AI) observability platform
- Experience with Foglight database performance monitoring and ExtraHop network interaction/detection monitoring
- Demonstrated experience as part of a team that has transitioned to new ticketing, monitoring, and support technology
How you’ll work:
- Fiserv emphasizes in-person collaboration to help you grow your career while shaping the future of fintech; this role is on-site Monday through Friday
- This role requires being on-call during non-standard and/or overnight hours on a rotational basis
Sponsorship:
- In order to be considered, you must be legally authorized to work in the U.S. without need for visa sponsorship now or in the future
R-10360853
