Major Incident Management Workload Coordinator

Fiserv • Berkeley Heights, NJ

1d • Onsite

About The Position

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. We are seeking a detail-oriented and proactive Major Incident Management Workload Coordinator to join the FICC (Fiserv Incident Command Center). This candidate will be responsible for managing and coordinating the workload of the Major Incident Management organization, ensuring efficient handling of Major Incidents, while maintaining the highest service levels. The Workload Coordinator will play a crucial role in optimizing resource allocation, streamlining processes, and enhancing overall Major Incident Management performance.

Requirements

• Minimum 5 years of experience in a Command Center or similar environment, with at least 3 years of experience working in Major Incident Management.
• Minimum 3 years of experience in Service Management.
• Proficiency in Command Center technologies and software.
• Proficient in working with MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow.
• 6+ years of an equivalent combination of educational background, related experience, and/or military experience.
• Shift Work: Ability to work 12-hour shifts, which may include nights, weekends, and holidays.
• Environment: Fast-paced, high-stress environment requiring quick thinking, critical decision making and adaptability.
• This role is on-site position.
• This role may require being on call during non-standard and/or overnight hours.
• This role requires use of a computer and audio equipment.
• To be considered, you must be either a US Permanent Resident or US Citizen due to contractual obligations.

Nice To Haves

• Experience with the Atlassian Suite, AppDynamics and ServiceNow.
• 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)

Responsibilities

• Workload Coordination: Monitor and manage the distribution of Major Incident Management tasks to ensure balanced workloads across the Major Incident Management organization and partner with Duty Managers for assurance of timely resolution for all Major Incidents.
• Resource Allocation: Optimize the use of available Major Incident Management resources by prioritizing tasks and allocating or reallocating team members as needed to address high-priority Major Incidents.
• Process Improvement: Assisting 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.
• Performance Monitoring: Assist in the analysis of Key Performance Indicators (KPIs) related to Major Incident Management.
• Collaboration: Work closely with other departments and stakeholders to ensure seamless communication and appropriate coordination occur during the Major Incident lifecycle.
• Compliance: Ensure FICC personnel comply with company defined policies, procedures, and regulatory requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed