Tech lead, Incident Management

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Job Title

Tech lead, Incident Management

What does a successful Major Incident Manager II do at Fiserv? 

You will lead high-pressure Major Incidents that are (or could) impact IT services, ensuring strong command and control, accurate real-time documentation, and coordinated actions that drive safe and timely service restoration. You will partner with IT Support and Business teams throughout the incident lifecycle, with a focus on P2/P3/P4 Major Incidents.

   What you will do 

• Provide strong command and control for Major Incidents, with frequent impact assessments and a focus on safe, timely client service restoration. 
• Ensure real-time incident documentation in MIMIC (level-set and workstream tool), including fix attempts, infrastructure details (IP addresses, device names, etc.), and impact assessments (applications affected, clients impacted, impact types/amounts). 
• Lead efforts for P3/P4 Major Incidents and serve as the focal point for MIMIC documentation on P1/P2 Major Incidents alongside a Major Incident Management SRT associate who drives command and control of the incident meeting. 
• Perform thorough Post Incident Reviews (PIRs) for every Major Incident; ensure accurate and detailed incident synopses are provided by root cause owners and restoration teams. 
• Identify opportunities/shortfalls and ensure they are documented as Problem Tasks (pTasks) for follow-up in the formal Problem Review process. 
• Partner with cross-functional stakeholders to ensure consistent communication and coordination throughout the Major Incident lifecycle. 
• Support process improvement and Continual Service Improvement initiatives to streamline Major Incident Management execution.

   What you will need to have 

• 8–10 years of experience working in a Major Incident Management organization with strong understanding of the Major Incident Management lifecycle. 
• Strong communication and stakeholder management skills across multiple levels of the organization. 
• Ability to remain calm, make decisions under pressure, and drive outcomes in a fast-paced environment. 
• Strong analytical and problem-solving skills. 
• Proficiency with MS Office tools (Power BI, Excel, PowerPoint, Teams) and ServiceNow. 
• Proficiency with Command Center technologies and software.

   What would be great to have 

• ITIL Foundation certification. 
• Strong working knowledge of monitoring tools (Splunk, Dynatrace, ThousandEyes, Moogsoft, etc.). 
• Strong working knowledge of financial transaction processing (authorization), monetary movement processing (Funding and Settlement), and digital/branch banking flows. 
• Strong understanding of core infrastructure domains (compute, network/communications, storage/data management).

   Working conditions 

• Flexible shift support as required, which may include nights, weekends, and holidays. 
• Fast-paced, high-stress environment requiring quick thinking, critical decision making and adaptability.

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).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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 Fiserv email address.