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.
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