Major Incident Manager

Responsibilities

• 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.
• 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 Wednesday OR Thursday-Saturday every/other Wednesday, from 8:30am to 8:30pm 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.
• Important info about this role:
• In order to be considered, you must be a U.S. Citizen due

Additional Information

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 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.

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