Senior Incident and Problem Manager - 24/7 Rotational Shifts
Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
About the Team:
Team provides 24x7 support and management of incidents throughout incident lifecycle within a production environment. Ensure service level agreements are met in support of clients’ and company’s mission-critical business requirements.
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What you will be doing:
- Acts as focal point for incident review and escalation if necessary. Supports a computer operations environment that meets all service level agreements, e.g., 24x7 availability, response time parameters, etc. and availability targets. Works across a wide array of product lines and engages various levels of management on a day to day basis.
- Familiar with the ITIL framework, as the Incident Management process is a key input into the established Change and Problem processes.
- Develops, coordinates and promotes incident management activities across enterprise and takes responsibility for effective functioning of Incident Management processes across all support areas.
- Manages and directs technical and functional specialists and computer operations staff in restoration of service during an incident. Acts as liaison between inter or intra-datacenter teams for high severity incidents.
- In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives within the information processing area. Provides regular incident bulletins to teams concerning open or ongoing incidents. Ensures effective and rapid response to major incidents.
What you bring:
- 8 to 12 yrs of considerable knowledge of incident management principles, procedures and techniques
- Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL
- Strong knowledge of issue resolution and escalation practices, FIS products and services and IT infrastructure
- Ability to apply analysis and creative thinking when solving problems and conflict. Ability to provide acute attention to detail. Ability to communicate effectively to all levels within the organization
- Decision making ability within specified parameters as well as independent and collaborative decision-making skills
Added bonus if you have:
- Knowledge of end-to-end systems development life cycles, i.e., waterfall, iterative and other modern approaches to software development
- Knowledge of FIS’ products and services
- Knowledge of the business goals, objectives and business operations for the appropriate FIS organization
What we offer you:
- A range of benefits designed to help support your lifestyle and wellbeing.
- A multi-faceted job with a broad spectrum of responsibilities
- A modern international work environment and a dedicated and innovative team
- A broad range of professional education and personal development possibilities – FIS is your final career step.
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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