Enterprise Incident & Problem Management Analyst Senior

FIS-posted 4 months ago

5,001-10,000 employees

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As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

Manages global incidents across multiple data center environments to protect production systems critical to business success
Ensures contractual service level agreements are met in support of client and company mission-critical business requirements
Works across a wide array of product lines and engages various levels of management on a day-to-day basis
Develops, coordinates and promotes incident and problem management activities across the entire enterprise and takes responsibility for effective functioning of these processes across organization
Provides immediate response and coordination aimed at minimizing the duration of service interruptions
Makes decisions regarding real-time incident resolution activities and selecting client situations for executive & management escalation updates
Acts as a liaison between the business and technology teams for high severity incidents (priority 1 and 2 spanning across the entire enterprise and escalates as appropriate)
Maintains trend data and metrics related to incidents and problems for clients and executive reporting
Recommends and documents departmental standards and procedures
Consults with other teams on proper integration and correlation of the incident and problem management process and their respective areas
Ensures effective and rapid response to major incidents
Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process
Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by business and technology needs
Compiles the enterprise post incident report and works with various teams in root cause analysis process to determine cause of incident
Other related duties assigned as needed

Bachelor’s Degree in computer science, business or communication or the equivalent combination of education, training, or work experience
Considerable knowledge of incident and problem 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
Knowledge of FIS products and services
Broad knowledge of 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
Ability to manage multiple incident tasks simultaneously
Conflict resolution and facilitation skills
Decision making ability within specified parameters
Independent and collaborative decision making
Skilled at identifying and implementing process improvements
Ability to effectively establish and maintain relationships across the organization
Excellent written communication skills
Solid business acumen and an awareness of business implications of decisions
Demonstrated skill in timely, proactive, responsive follow-through on deliverables
Ability to organize tasks and priorities effectively and under minimal supervision
Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions

A voice in the future of fintech
Always-on learning and development
Collaborative work environment
Opportunities to give back
Competitive salary and benefits

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Enterprise Incident & Problem Management Analyst Senior

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