Job Description

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

About your role:

We are seeking a highly experienced and strategic Incident Manager Senior Director to lead our FTS incident management function. The ideal candidate will be responsible for overseeing the resolution of high-impact incidents, driving continuous improvement initiatives, and ensuring alignment with business objectives.

What you’ll do:

• Provide strategic direction and leadership for the incident management team, ensuring effective response and resolution of major incidents
• Oversee the management of high-impact incidents, ensuring minimal disruption to business operations and timely communication with stakeholders
• Collaborate with IT teams, business units, and external vendors to manage and resolve incidents efficiently
• Develop and refine incident management processes, policies, and procedures to enhance efficiency and effectiveness
• Prepare and present detailed incident reports, including metrics and trends, to executive management and other stakeholders
• Mentor and develop junior incident managers and other IT staff, promoting best practices in incident management, including Fiserv Service Management Boot Camp training
• Ensure the availability of 24/7 incident management support through effective on-call rotation and resource planning.  In addition, this person will be a member of the Fiserv SRT (Senior Response Team) and will be responsible for leading P1/P2 Incident bridges on a rotating basis

Experience you’ll need to have:

• 10+ years of operational or incident management experience
• 5+ years of leadership experience
• 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

Experience that would be great to have:

• Experience in a large enterprise environment
• Experience in large enterprise Incident Management
• ITIL Foundation certification is highly desirable
• Experience using and creating monitoring and alerting tools such as Splunk, ServiceNow, and Microsoft Power Automate

Sponsorship:

• US Permanent Residency or US Citizenship is required for this role due to federal contracts

Benefits at Fiserv:

• Fuel Your Life program to support your physical, financial, social, and emotional well-being
• Paid holidays and generous time away policies
• No-cost mental health support through Employee Assistance Programs
• Living Proof program to recognize your peers’ extra effort with points redeemable for rewards
• Eight Employee Resource Groups to foster a collaborative culture and expand your network
• Unparalleled professional growth with training, development, and internal mobility opportunities
• Medical, dental, vision, life, and disability insurance options available from day one
• Retirement planning and discounted shares with the Employee Stock Purchase Plan
• Tuition assistance and reimbursement program
• Paid parental, caregiver, and military leave

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

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).

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.

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