FTS EMEA - Incident & Problem Manager

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

FTS EMEA - Incident & Problem Manager

What does a successful Incident & Problem Manager Do?

As an Incident and Event Management Associate in EMEA, you will be responsible for delivering a predictable and positive customer experience for the Fiserv products and services our client’s use daily. We are seeking an experienced associate to join a highly skilled and customer-focused team. The ideal candidate will have senior client facing experience in a fast paced, dynamic setting with a focus on continuous improvement. The role requires outstanding problem management, communication, collaboration, and ability to drive operational improvement across our change management, mean time to restore and incident reduction objective. 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 levels of 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 Fiserv's Global Financial Services critical platforms.
• Run and drive incident bridge calls with commanding leadership and control.
• Maintain work stream documentation and data integrity within the incident.
• Evaluate and assess daily, weekly, monthly, yearly operational, and technical metrics/KPIs for continuous improvement opportunities to help minimize financial and reputational impact to Fiserv and our clients.
• Partner with multiple divisions, both business and technical, 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.
• Open problem records and assign tasks for all incidents you have ownership of as an IT Services Manager.
• Awareness and understanding of potential impact of upcoming changes.
• Support and drive automation, elimination, and simplification of our current processes.
• Participation in an on-call production support schedule, if needed.
• Other duties as assigned to support the Issuer Solutions Organization.
  
  

What You Will Need To Have.

• Strong written and verbal communication skills.
• Ability to effectively communicate both through verbal and written methods throughout the organization, including with senior leadership.
• Ability to translate situations in both a technical and business-friendly manner.
• Strong decision-making skills with the ability to effectively multitask and manage competing priorities.
• Proficiency in MS Office Tools (Excel, Power Point, Teams).
• 5+ Years operational experience.
• 3+ Years Incident Management.
• 2+ 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.
  
  

What Would Be Great To Have.

• ITIL Foundational certification.
• Strong working knowledge of monitoring tools (Splunk, Dynatrace, Moogsoft).
  
  

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 Diversity And Inclusion

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.

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.