Job Description

Calling all innovators - find your future at Fiserv. 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. Job Title Advisor, Technical Professional Services What does a great \' Incident Management - Advisor II \' do As a client centric organization focused on running its services and operations efficiently, managing incidents is extremely important to us. This role is responsible for the managing the incidents across the enterprise environment, including incident / application monitoring, stakeholder management, client communications, reporting to senior management ad-hoc activities to support business requirements. Incidents can span across multiple business units or functional areas. The role is expected to work under minimal supervision. The role is required to be performed from Fiserv India offices providing overlap with US working hours, hence working from 2PM to 11PM (IST) shift for all 5 working days in a week. What You Will Do Manage incidents while ensuring that they are logged, progressed, updated, authorized, expedited, and resolved within the scope of the Service Levels Run bridge calls for all critical incidents with all required resources and stake holder Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per agreed service levels Create problem ticket and assign to problem management team for identifying RCA Monitor critical tickets and act proactively to avoid potential outages Ensure effective handling of the high priority incidents and proper routing of these incidents Initiate war room to investigate on-going major/critical incident with participants including Service Managers, Technical Support teams, Clients, and Third Parties Suggest workarounds and methods of speeding up the recovery of an incident Document key actions and events during conference calls and issue communications on status and impact Identify appropriate timelines and targets for recovery actions, feedback, and communications Ensure proper escalation procedures are followed and correct support teams are engaged Assess the need for the appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration Evaluate recovery actions to ensure that a recovery plan exists or is being actively produced Review engagement within the recovery and identify any additional support teams, individuals, or third parties who could add value or those that can be stood down What You Will Need To Have Strong Incident Management experience Experience on IT Service Management (ITIL practices) domain with skills on Incident Management in IT Infrastructure field Experience of working in complex IT Infrastructure with Operating Systems, Storage, Networking, Firewall, Security Knowledge of application development lifecycle, Business Continuity, Disaster Recovery planning Experience with monitoring and reporting dashboard What Would Be Great To Have 8+ years of prior experience, and at least 4+ years of incident management experience Must be self-directed, take responsibility under minimal supervision Excellent written and verbal communication skills Proficiency with Microsoft Office products, including experience with Power BI/App, SQL, Excel, SharePoint, PowerPoint Experience in Fintech/banking, financial services, and/or software industries desired Who We Are 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 a part of Fiserv\'s Technology group. We deliver revenue generating and revenue protection projects for business units that provide best in class financial services products to banks, credit unions, and customers. We welcome and encourage diversity in our workforce. We are an Equal Opportunity Employer. All the qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, or disability. Thank You For Considering Employment With Fiserv. Please Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable). What You Should Know About Us Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE 500 company, one of Fast Company\'s Most Innovative Companies, and a top scorer on Bloomberg\'s Gender-Equality Index, we are committed to excellence and purposeful innovation. Our Commitment To Diversity And Inclusion We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Warning About Fake Job Posts Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won\'t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won\'t send you a check to cash on Fiserv\'s behalf. If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.

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