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.

WHAT DOES A SUCCESSFUL INCIDENT & PROBLEM MANAGER DO?

As an Incident and Event Management Associate in EMEA, you will be responsible for delivering a predictable and positive customer experience for the Fiserv products and services our client’s use daily. We are seeking an experienced associate to join a highly skilled and customer-focused team. The ideal candidate will have senior client facing experience in a fast paced, dynamic setting with a focus on continuous improvement. The role requires outstanding problem management, communication, collaboration, and ability to drive operational improvement across our change management, mean time to restore and incident reduction objective. The Incident and Event Manager will work closely with senior leadership and cross-functional teams to strategize and develop short and long term plans that usher in new levels of operational excellence and client satisfaction.

• Works on moderate to complex issues where analysis of situations or data requires an in-depth knowledge of the Function/BU/Fiserv.
• Monitor, triage, and action events across Fiserv’s Global Financial Services critical platforms.
• Run and drive incident bridge calls with commanding leadership and control.
• Maintain work stream documentation and data integrity within the incident.
• Evaluate and assess daily, weekly, monthly, yearly operational, and technical metrics/KPIs for continuous improvement opportunities to help minimize financial and reputational impact to Fiserv and our clients.
• Partner with multiple divisions, both business and technical, throughout the firm to drive a reduction in client impacting incidents.
• Help drive resolution and ownership for client impacting incidents that have been promoted to a major incident.
• Open problem records and assign tasks for all incidents you have ownership of as an IT Services Manager.
• Awareness and understanding of potential impact of upcoming changes.
• Support and drive automation, elimination, and simplification of our current processes.
• Participation in an on-call production support schedule, if needed.
• Other duties as assigned to support the Issuer Solutions Organization.