Major Incident Manager

Fiserv • Berkeley Heights, NJ

1d • $90,000 - $144,000 • 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. About your role: We are seeking a skilled, detail-oriented, and proactive Major Incident Manager associate to join the FICC (Fiserv Incident Command Center). You will work closely with various IT Support and Business teams to ensure timely and safe service restoration actions are taken to minimize/cease the impact to our clients, particularly during P3/P4 Major Incidents.

Requirements

• Minimum of 4+ years of experience working in a Major Incident Management organization, with a strong understanding of the Major Incident Management lifecycle.
• Proficiency in Command Center technologies and software.
• Proficient in working with MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow.
• 5+ years of an equivalent combination of educational background, related experience, and/or military experience.

Nice To Haves

• 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).
• Experience understanding of three primary areas of IT infrastructure: Computing platforms, Networking and communications, Data storage and management.

Responsibilities

• Command and Control: Responsible for ensuring the highest level of command and control are being performed for all Major Incidents, with emphasis on frequent impact assessment as well as quick and safe service restoration for the clients.
• Utilize Fiserv’s home build MIMIC tool (Major Incident Management Information and Collaboration), comparable to Adobe Connect. Ensure relative information is being captured and documented real-time into our Level Set and Workstream tool (MIMIC). This includes (but is not limited to) all fix action attempts, specific infrastructure details (ip addresses, device names, etc) and impact assessment information (applications affected, clients impacted and impact types/amounts).
• Post Incident Reviews (PIRs): Responsible for performing a thorough Post Incident Review of every Major Incident worked to ensure an accurate and detailed synopsis of the issue is provided by root cause owners and service restoration support. Additionally, ensure all ‘opportunities’ (or ‘shortfalls’) have been identified, discussed, and documented as Problem Tasks (pTasks) for follow up during the formal Problem Review process. This includes leading all efforts related to P3/P4 Major Incidents as well as being the focal point for all MIMIC documentation on P1/P2 Major Incidents along-side of a Major Incident Management SRT associate who will be responsible for Command and Control of the Major Incident meeting.
• Collaboration: Work closely with other departments and stakeholders to ensure seamless communication as well as appropriate coordination occur during the Major Incident lifecycle.
• Process Improvement: Assisting with the identification of process enhancement opportunities to improve Major Incident Management efficiency and effectiveness.

What This Job Offers

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