• Job Description

  Req#: R-10359722

  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.

  Job Title

  Critical Incident Manager – FI Group

  What does a successful Critical Incident Manager do at Fiserv?
  As an Critical Incident Manager at Fiserv, you will deliver real-time production support to Fiserv clients by efficiently managing incidents using ServiceNow. You will prioritize tasks based on business impact, collaborate with a global team, and streamline processes across Fiserv's products, including core banking, treasury, and payments, to ensure quick incident resolution and maintain service reliability
  
  What you will do:

  • Manage and resolve incidents efficiently using ServiceNow, ensuring quick detection, notification, analysis, and resolution to minimize downtime.
  • Prioritize incident management tasks based on impact and value to the business, providing real-time production support to banking and credit union clients.
  • Collaborate with a diverse global team of over thirty associates from the US, Costa Rica, and India to streamline incident management processes.
  • Utilize and gain exposure to hundreds of Fiserv's products, including core banking, treasury, and payments, to effectively support our clients.
  • Maintain service reliability by ensuring efficient incident management using various tools and best practices.

  
  What you will need to have:

  • 4+ years of experience in incident management.
  • 3+ years of experience using ServiceNow.
  • Bachelor’s degree in computer science, IT or a relevant field, or an equivalent combination of education, work, and/or military experience.
  • What would be great to have:
  • 4+ years of direct production support experience in the banking or finance sector.
  • 3+ years of experience with Fiserv products, including core banking, treasury, and payments.
  • 2+ years managing a global team of 30+ associates and collaborating effectively across different time zones.
  • Demonstrated success in minimizing downtime through efficient incident resolution over a period of 2+ years, reducing incident resolution time by at least 50%.
  • Strong organizational skills with the ability to prioritize tasks based on business impact, evidenced by a historical reduction in incident backlog by 40% over the last 2+ years.
    

  This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.

  It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

  Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

  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 Equal Opportunity:

  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.

  If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

  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.

• About the company

  Find Your Forward with Fiserv You are looking for opportunities for growth and development throughout your career. We are looking for the best and the brightest to join our global team of professionals. At Fiserv you will find an environment where leadership, innovation and collaboration are valued. Explore the possibilities. Apply today.

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