Enterprise Incident & Problem Management Analyst
FIS, 9th FL, Ecoplaza Building, 2305 Chino Roces Ave. Ext., Manila, 1231, Philippines
5d ago

Position Type : Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Travel Percentage :

Are you curious, motivated, and forward-thinking? At FIS you’ll 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.

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.
  • What you bring

  • 3 years and up experince of incident and problem management principles, procedures and techniques
  • 3 years and up experience of standards and best practices relevant to the information technology industry, e.g., ITIL)
  • 3 years and up experience of issue resolution, escalation practices and IT infrarstructure
  • ITIL V3 and V4 Certified
  • Excellent communication and documentation skills
  • Banking experience is preferred
  • Ability to apply analysis and creative thinking when solving problems and conflict
  • Ability to provide acute attention to detail
  • Ability to communicate effectively to all levels within the organization
  • Ability to manage multiple incident tasks simultaneously
  • Conflict resolution and facilitation skills
  • Decision making ability within specified parameters
  • Independent and collaborative decision making
  • Skilled at identifying and implementing process improvements
  • Ability to effectively establish and maintain relationships across the organization
  • Excellent written communication skills
  • Solid business acumen and an awareness of business implications of decisions
  • Demonstrated skill in timely, proactive, responsive follow-through on deliverables
  • Ability to organize tasks and priorities effectively and under minimal supervision
  • Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and / or under extreme conditions
  • What we offer you

  • Competitive salary and attractive benefits
  • A modern, international work environment and a dedicated and motivated team.
  • 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 Online Privacy Notice.

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