About the Team:
Meet Clover, the leading cloud-based integrated commerce platform. Chances are, you’ve already spotted us at your beloved local eateries, boutiques and stadiums. We’re proud to have partnered with over 700,000 merchants around the world, and in 2022, we processed more than $240 billion in card transactions. Clover enables merchants to accept payments, run their business and sell more. Come help us transform the way merchants do business, join Clover.
Job Title: Incident Management Sr. Professional
What does a great Incident Management Professional do at Clover?
As an Incident and Event Management Associate in Issuer Solutions, you will be responsible for delivering a predictable and positive customer experience for the Fiserv products and services our clients use daily. We seek an experienced manager to join a highly skilled and customer-focused team. The ideal candidate will have senior client-facing experience in a fast-paced, dynamic setting focusing on continuous improvement. The role requires outstanding problem management, communication, collaboration, and the ability to drive operational improvement across our change management, mean time to restore, and incident reduction objectives. The Incident and Event Manager will work closely with senior leadership and cross-functional teams to strategize and develop short and long-term plans that usher in new operational excellence and client satisfaction.
What You Will Do
Works on moderate to complex issues where analysis of situations or data requires an in-depth knowledge of the Function/BU/Fiserv.
Monitor, triage, and action events across Clover's critical platforms.
Run and drive incident bridge calls with commanding leadership and control.
Maintain workstream documentation and data integrity within the incident.
Evaluate and assess daily, weekly, monthly, and yearly operational and technical metrics/KPIs for continuous improvement opportunities to help minimize financial and repetitional impact on Fiserv and our clients.
Partner with multiple divisions, both business and technical, throughout the firm, to drive a reduction in client-impacting incidents.
Open problem records and assign tasks for all incidents you have ownership of as an IT Services Manager.
Participation in an on-call production support schedule, if needed.
What You Will Need To Have
Strong Ability to communicate effectively through verbal and written methods throughout the organization, including with senior leadership.
Ability to translate situations in both a technical and business-friendly manner.
2+ Years of operational experience.
2+ Years of Incident Management.
1+ Years experience using monitoring and alerting tools.
1+ Years experience with ITIL framework and production support best practices.
1+ Years experience using enterprise communication tools.
On-call required
What Would Be Great To Have
R-10318814
