Job Posting Title: Incident Manager
What does a successful Incident Manager do at Fiserv?
As an Incident Manager, you will provide executive level communications, and work to mitigate impact and restore service during production incidents to minimize downtime. We are looking for strong communicators with experience leading in critical situations. Ideal candidates exhibit a sense of urgency around restoring service for our clients, proactively monitoring, keep relevant stakeholders informed, and drive complex projects to completion with minimal guidance.
What you will do:
- Driving Major Incidents and ensure right technical teams and business stake holders are involved on the bridge and felicitate swift recovery and resolution of incident.
- Responding to a reported service incident, identifying the cause, and initiating the major incident management process.
- Prioritizing incidents according to their urgency and influence on the business.
- Identify opportunities to improve internal processes and work cross-functionally with the relevant teams to implement these opportunities.
- Continuous improvements driven thoughts to improve the process to ensure its effectiveness.
- Monitoring Moogsoft Events dashboard for critical alerts and engaging tech teams for swift actions/resolutions
- Establish and follow functional and hierarchal escalation process as appropriate for swift resolution.
- Logging all incidents and their resolution to see if there are recurring malfunctions.
- Proactive communication/updates to facilitate quality updates to leadership and business stakeholders.
What you will need to have:
- Experience managing major incidents, driving issues to resolution, and leading RCA efforts.
- 5-7 years in handling Incident Management responsibilities.
- Curiosity for solving complex problems through hypothesis-driven root cause investigations.
- Effective communication skills to interact with audiences of varying technical backgrounds and leadership levels.
- ITIL v3/v4 Foundation Certified
What would be great to have:
- Experience working with Moogsoft, Splunk, JIRA, ServiceNow, Dynatrace, AppDynamics
- Experience with automating manual processes.
R-10375135
