Major Incident Management Workload Coordinator

Fiserv•Berkeley Heights, NJ

2d•$100,000 - $165,600•Onsite

About The Position

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.
Ability to work 12-hour shifts, which may include nights, weekends, and holidays.
Must be a U.S. 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).
Strong working knowledge of three primary areas of IT infrastructure: Computing platforms, Networking and communications and Data storage.

Responsibilities

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.
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.
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.
Assist in the analysis of Key Performance Indicators (KPIs) related to Major Incident Management.
Work closely with other departments and stakeholders to ensure seamless communication and appropriate coordination occur during the Major Incident lifecycle.
Ensure FICC personnel comply with company defined policies, procedures, and regulatory requirements.