enterprise incident & problem Management analystFIS

Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Bachelor of Commerce/Business
Travel Percentage : 0%
Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
What you will be doing
Manages global incidents across multiple data center environments to protect production systems critical to business success.
Ensures contractual service level agreements are met in support of client and company mission-critical business requirements.
Works across a wide array of product lines and engages various levels of management on a day to day basis.
Develops, coordinates and promotes incident and problem management activities across the entire enterprise and takes responsibility for effective functioning of these processes across organization.
Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
Makes decisions regarding real-time incident resolution activities and selecting client situations for executive & management escalation updates.
Acts as a liaison between the business and technology teams for high severity incidents (priority 1 and 2 spanning across the entire enterprise and escalates as appropriate.
Maintains trend data and metrics related to incidents and problems for clients and executive reporting.
Recommends and documents departmental standards and procedures.
Consults with other teams on proper integration and correlation of the incident and problem management process and their respective areas.
Ensures effective and rapid response to major incidents.
Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process.
Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by business and technology needs.
Compiles the enterprise post incident report and works with various teams in root cause analysis process to determine cause of incident.
Other related duties assigned as needed.
What you bring
Bachelor's Degree in computer science, business or communication or the equivalent combination of education, training, or work experience.
Considerable knowledge of incident and problem management principles, procedures and techniques
Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL)
Strong knowledge of issue resolution and escalation practices
Knowledge of FIS products and services
Broad knowledge of IT infrastructure
Ability to apply analysis and creative thinking when solving problems and conflict
Ability to provide acute attention to detail
Ability to communicate effectively to all levels within the organization
Ability to manage multiple incident tasks simultaneously
Conflict resolution and facilitation skills
Decision making ability within specified parameters
Independent and collaborative decision making
Skilled at identifying and implementing process improvements
Ability to effectively establish and maintain relationships across the organization
Excellent written communication skills
Solid business acumen and an awareness of business implications of decisions
Demonstrated skill in timely, proactive, responsive follow-through on deliverables
Ability to organize tasks and priorities effectively and under minimal supervision
Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions
What we offer you
A competitive salary and benefits.
Great workspaces with dedicated and motivated colleagues.
A variety of career development tools, resources and opportunities
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the .
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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FIS

Manila City, Metro Manila
Permanent
Full-time