Manager, Incident Management

Calling all innovators - find your future at Fiserv.

We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Manager, Incident Management

What does a successful Manager, Incident Management do at Fiserv?

You will assist in managing the day-to-day functions for a team of up to 12 Critical Incident Managers, including assisting in year-end reviews, annual goals, and objective definitions, as well as ensuring on-call coverage and out-of-office schedules are coordinated to ensure 24x7 coverage is available.

What you will do:

• Provide governance and oversight for incident response teams for the Fiserv GICOM ICTO Organization
• Solution moderate to complex issues where analysis of situations or data requires an in-depth knowledge of enterprise infrastructure technologies
• Be the quarterback of conference calls, commanding and controlling aspects of the meetings to maintain details of problems, identify needs to mitigate impact, take steps to restore service, and provide ETAs of resolutions
• Drive calls of upwards of 100 associates and engage teams needing RCA for issues
• Identify trends related to incidents, change, and problems and recommend viable solutions to prevent future occurrences by partnering with multiple divisions throughout the firm to drive a reduction in client-impacting incidents
• Help drive resolution and ownership for client-impacting incidents that have been promoted to a major incident
• Provide a graceful hand-off to the IT Services Director if an incident will escalate to P1 while continuing to stay engaged throughout the entire life cycle
• Help with the review and acceptance or rejection of major incident proposals

What you will need to have:

• 8+ years of operational or incident management experience
• 5+ years of experience using and creating monitoring and alerting tools such as Splunk, ServiceNow, and Microsoft Power Automate
• 5+ years of experience using enterprise communication tools such as Teams and Outlook
• Experience effectively communicating both and up and down throughout the organization and swiveling between business and IT employees
• Bachelor's degree in a related field or an equivalent combination of education, military, and work experience

What would be great to have:

• Experience in the financial services or banking domains
• ITIL certification
• Previous infrastructure experience

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, New York or Washington.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

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).

What you should know about us:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company's Most Innovative Companies, and a top scorer on Bloomberg's Gender-Equality Index, we are committed to innovation and excellence.

Our commitment to Diversity and Inclusion:

Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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 business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won't ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won't send you a check to cash on Fiserv's behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI's Internet Crime Complaint Center.