enterprise incident & problem ManagementFIS

Job Description
Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Bachelor of Computer Science
Travel Percentage :
10 - 15%
Are you curious, motivated, and forward-thinking At FIS youu2019ll 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.
The Team
Responsible for providing 24x7 support, management and escalation of priority one and two level production
impacting incidents throughout an incident lifecycle across multiple data center environments
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
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 IT infrastructure
Ability to apply analysis and creative thinking when solving problems and conflict
Ability to provide attention to detail
Ability to communicate effectively to all levels within the organization
Ability to manage multiple incident tasks simultaneously
What we offer you
A career at FIS is more than just a job. Itu2019s the change to shape the future of fintech. At FIS, we offer you:
A voice in the future of fintech
Always-on learning and development
Collaborative work environment
Opportunities to give back
Competitive salary and benefits
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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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