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Job Title
Major Incident Manager
About your role:
We are seeking a skilled, detail-oriented, and proactive Major Incident Manager associate to join the FICC (Fiserv Incident Command Center). 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 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.
- Utilize Fiserv’s home build MIMIC tool (Major Incident Management Information and Collaboration), comparable to Adobe Connect.
- Ensure 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.
- This includes leading all efforts related to P3/P4 Major Incidents as well as being the focal point for all MIMIC documentation on P1/P2 Major Incidents along-side of a Major Incident Management SRT associate who will be responsible for Command and Control of the Major Incident meeting.
- 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 4+ 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.
- Proficient in working with MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow.
- 5+ years of an equivalent combination of educational background, related experience, and/or military experience.
Experience that would be great to have:
- ITIL Foundational certification.
- Strong working knowledge of monetary movement processing functionality and flow (aka “Funding and Settlement”).
- Strong working knowledge of Command Center monitoring tools (i.e. Splunk, Dynatrace, ThousandEyes, Moogsoft, etc).
- Experience understanding of three primary areas of IT infrastructure: Computing platforms, Networking and communications, Data storage and management.
How you’ll work:
- Sunday-Tuesday every/other Wed, 8:30am to 8:30am EST, this includes holidays and on call during your shift days.
- This role is on-site position. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences helps you with your overall onboarding experience and lead to stronger productivity.
- This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.
- This role may require being on-call during non-standard and/or overnight hours.
- This role requires use of a computer and audio equipment.
Sponsorship:
- To be considered, you must be either a US Permanent Resident or US Citizen due to contractual obligations.
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Salary Range
$90,000.00 - $144,000.00
These pay ranges apply to employees in New Jersey and New York. Pay ranges for employees in other states may differ.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
This position is not eligible for an annual incentive opportunity and is also not eligible to earn commissions.
Thank you for considering employment with Fiserv. Please:
- Apply using your legal name
- Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Our commitment to Equal Opportunity:
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.
Note to agencies:
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
