FICC Command Center Leader

Fiserv • Berkeley Heights, NJ

10d • Onsite

About The Position

As a Command Center Leader of the FICC (Fiserv Incident Command Center), you will be responsible for overseeing the day-to-day operations which includes monitoring incoming Major Incidents, identifying any correlation to a larger, wider impacting infrastructure issue and ensuring appropriate priority and escalation of potential larger scale issues. Additionally, the Duty Manager will be responsible for engaging in high-pressure situations, particularly during emergencies or P1/P2 Major Incidents as well as being responsible for ensuring accurate and timely communication are being provided to Sr Leaders and Fiserv internal stakeholders.

Requirements

• 10+ years of experience in a command center or similar environment
• 7+ years of experience with command center technologies and software such as ServiceNow, Confluence, Splunk, Dynatrace, etc.
• 5+ years of experience in a supervisory or people manager role within a Command Center
• Experience effectively communicating up and down throughout the organization and swiveling between business and IT associates
• Proficient in working with MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow
• Bachelor’s degree in a related field or an equivalent combination of education, military, and work experience
• In order to be considered, you must be legally authorized to work in the U.S. without need for visa sponsorship now or in the future

Nice To Haves

• ITIL Foundational certification
• Prior financial industry experience
• Experience in three primary areas of IT infrastructure: computing platforms (hardware and software), networking and communications (data transmission tools), and data storage and management (storage devices and data systems)

Responsibilities

• Oversee the day-to-day needs for Major Incident Management, Network Operations Center (NOC), Advanced Resolution Team (ART) and Client Communications during designated shifts
• Work closely with other departments and stakeholders to ensure seamless communication as well as appropriate coordination occur during the Major Incident lifecycle
• Provide guidance, training, and support for a team of Major Incident Managers while ensuring Key Performance Indicators (KPIs) are being met while ensuring they are complying with company defined policies, procedures, and regulatory requirements
• Assist with the coordination of Major Incident responses to ensure a safe, timely and effective resolution
• Assist with the identification of opportunities for process enhancements and help to coordinate the implementation of best practices to improve Major Incident Management efficiency and effectiveness
• Participate in the identification of ‘Continual Service Improvement’ initiatives to help streamline the Major Incident lifecycle. This may include requirement gathering and testing as part of the overall initiatives
• Oversee the continuous monitoring of systems and processes, evaluating reports on performance, Major Incidents, and other key metrics
• Assist in the development and delivery of training programs to enhance the skills and knowledge of the Major Incident Management organization

What This Job Offers

• Job Type: Full-time
• Career Level: Manager