What does a successful IT Service Management Leader do?
As an IT Service Management Leader at Fiserv, you will oversee the effective management and delivery of IT services. Your leadership will ensure that service operations run smoothly, and incidents are managed efficiently. You will guide a team dedicated to maintaining service levels and implementing best practices in IT service management, directly contributing to enhanced client satisfaction and the overall success of Fiserv. The job requires leading teams responsible for 24x7 production support for daily operation of our SaaS environment, internal and third-party applications, batch operations, transmissions, and job scheduling. You will help guide the team through analyzing and troubleshooting applications and systems issues, managing system configuration, and monitoring and alerting systems. You will collaborate with internal teams and vendors to resolve escalated incidents affecting our client base quickly with a high quality of service to ensure all designated specifications are restored.
What you will do:
- Lead and mentor the production support team, driving operational excellence and continuous improvement.
- Oversee 24x7 support for production systems, ensuring timely resolution of incidents and service disruptions.
- Manage application deployments, system configuration, and troubleshooting of application and infrastructure issues.
- Monitor alerting systems and execute contingency plans to maintain service continuity.
- Provide technical support to internal teams and clients, ensuring high-quality service and rapid incident resolution.
- Collaborate with cross-functional teams to identify root causes of high-priority incidents and implement permanent fixes.
- Communicate system stability and incident status to stakeholders, including executive leadership.
- Ensure compliance with industry standards and regulatory requirements.
- Develop and maintain a knowledge base to support efficient incident resolution and problem identification.
- Analyze service performance metrics and present strategic recommendations to stakeholders.
What you will need to have:
- Bachelor’s degree in computer science or an equivalent combination of educational background, related experience and/or military experience.
- 7+ years of experience in IT operations and incident management.
- 4+ years of experience with monitoring and alerting tools.
- 4+ years of experience with the ITIL framework and production support best practices.
- 4+ years of experience leading teams.
- Experience with one or more of the following: .NET, Azure Infrastructure, SQL Server, and Windows server support. IBM MQ and Mainframe experience will be a plus.
- Experience with any of the scheduling tools like CA7, ServiceNow, Dynatrace, Splunk, MoogSoft, ExtraHop, ASM.
- You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
What would be great to have:
- Strong understanding of financial operations and payment systems.
- Excellent problem-solving and analytical abilities.
- Experience in influencing and guiding teams with diverse operational styles and decision-making frameworks.
- Advanced knowledge of incident management and service operation best practices.
- Strong leadership skills in promoting collaborative and continuous improvement initiatives.
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 Recharge & Refuel time 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.
Important information about this role:
- This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and lead to stronger productivity.
- You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
- This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.
- All offers of employment are contingent on standard background checks. Fiserv and certain affiliated companies are federal, state, and/or local government contractors. Should this position support a Federal Government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.
R-10374059
