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.

• Lead the monitoring and rapid response for production systems across multiple facilities, consistently identifying and escalating disruptions to minimize downtime and protect client commitments, ensuring seamless operational continuity.
• Create, document, and implement scalable and robust processes for incident management, change validation, escalation handling, and knowledge capture, with a particular focus on areas where existing processes are limited or informal.
• Own and drive comprehensive post-incident reviews, meticulously identifying root causes and tracking long-term remediation efforts across various stakeholders and support teams to prevent recurrence.
• Partner with internal teams to ensure thorough change readiness, accurately assessing potential production impacts and coordinating schedules meticulously to avoid conflicts or disruptions in operations.
• Develop and maintain advanced KPIs, dynamic dashboards, and detailed reporting tools to measure production health, ensure strict SLA adherence, and conduct insightful trend analysis to drive continuous improvement.
• Serve as a trusted leader and authoritative point of contact during high-impact incidents, providing timely and accurate real-time updates and post-resolution communication to maintain transparency and trust.
• Build, maintain, and continuously enhance comprehensive documentation and knowledge management resources, including SOPs, detailed training guides, and thorough resolution playbooks to support consistency and efficiency.
• Act as an experienced mentor and invaluable resource to junior analysts, sharing industry best practices, fostering skill development, and helping to standardize execution across teams and shifts for optimized performance.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.