ManilaGENERAL DUTIES & RESPONSIBILITIESManages computing environment to protect production systems critical to business success.
Acts as focal point for incident review and escalation if necessary.Supports a computer operations environment that meets all service level agreements, e.
g., 24x7 availability, response time parameters, etc. and availability targets.Works across a wide array of product lines and engages various levels of management on a day to day basis.
Is familiar with the ITIL framework, as the Incident Management process is a key input into the established Change and Problem processes.
Develops, coordinates and promotes incident management activities across enterprise and takes responsibility for effective functioning of Incident Management processes across all support areas.
Engagement following onset of a production incident.Provides immediate tactical response and coordination minimizing duration of service interruptions.
Responsible for daily operations of information technology (IT) and business processing functions.Manages and directs technical and functional specialists and computer operations staff in restoration of service during an incident.
Partners with IT management to establish strategies and priorities for overall IT operations understanding current and future business demands.
Acts as liaison between inter or intra-datacenter teams for high severity incidents.Assists in managing and developing tactical plans for Operations.
Provides work assignments for team members.In conjunction with the problem management function, identifies and implements cost-
saving and continuous improvement initiatives within the information processing area.Develops and maintains departmental standards and procedures.
Consults with other teams on proper integration and correlation of the incident management process and their respective areas.
Maintains awareness of emerging technologies, trends and best practices in computing hardware, software and operational processes.
Provides regular incident bulletins to teams concerning open or ongoing incidents.Ensures effective and rapid response to major incidents.
Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident management process.
Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by the business.
Works with external clients and other internal teams on an as needed basis.Other related duties assigned as neededEDUCATION REQUIREMENTSBachelor’s degree in computer science or business or the equivalent combination of education, training, or work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIESConsiderable knowledge of incident management principles, procedures and techniquesConsiderable knowledge of standards and best practices relevant to the information technology industry, e.
g., ITILStrong knowledge of issue resolution and escalation practices, FIS products and services and IT infrastructureAbility to apply analysis and creative thinking when solving problems and conflictAbility to provide acute attention to detailAbility to communicate effectively to all levels within the organizationDecision making ability within specified parameters as well as independent and collaborative decision making skillsSkilled at identifying and implementing process improvementsAbility to effectively establish and maintain relationships across the organizationStrong capabilities in public speakingStrong written communication skillsSolid business acumen and an awareness of business implications of decisionsDemonstrated skill in timely, proactive, responsive follow-
through on deliverablesAbility to organize tasks and priorities effectively and under minimal supervisionProven ability to function in an environment requiring flexibility, good judgment and sound decision-
making often based on limited information and / or under extreme conditionsFIS JOB LEVEL DESCRIPTIONEntry level support role.
Basic skills with some level of proficiency. Works under very close supervision with limited latitude for independent judgment while learning.
Able to lead or manage minor / small incidents from start to finish. Capable of capturing and authoring internal communication with supervision.
May assist peers on non-complex projects in order to learn through experience. Typically requires minimal industry experience (or education).
A high school diploma or GED is required for this role.