Position Type : Full timeType Of Hire : Experienced (relevant combo of work and education)Education Desired : Bachelor of Computer ScienceTravel Percentage : 0%Job DescriptionAs the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?What you will be doing:Manages global incidents across multiple data center environments to protect production systems critical to business successEnsures contractual service level agreements are met in support of client and company mission-critical business requirementsWorks across a wide array of product lines and engages various levels of management on a day-to-day basisDevelops, coordinates and promotes incident and problem management activities across the entire enterprise and takes responsibility for effective functioning of these processes across organizationProvides immediate response and coordination aimed at minimizing the duration of service interruptionsMakes decisions regarding real-time incident resolution activities and selecting client situations for executive & management escalation updatesActs 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 appropriateMaintains trend data and metrics related to incidents and problems for clients and executive reportingRecommends and documents departmental standards and proceduresConsults with other teams on proper integration and correlation of the incident and problem management process and their respective areasEnsures effective and rapid response to major incidentsReviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management processFacilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by business and technology needsCompiles the enterprise post incident report and works with various teams in root cause analysis process to determine cause of incidentOther related duties assigned as neededEducational Requirements:Bachelor’s Degree in computer science, business or communication or the equivalent combination of education, training, or work experienceWhat you will need:Considerable knowledge of incident and problem management principles, procedures and techniquesConsiderable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL)Strong knowledge of issue resolution and escalation practicesKnowledge of FIS products and servicesBroad knowledge of 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 organizationAbility to manage multiple incident tasks simultaneouslyConflict resolution and facilitation skillsDecision making ability within specified parametersIndependent and collaborative decision makingSkilled at identifying and implementing process improvementsAbility to effectively establish and maintain relationships across the organizationExcellent 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 that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditionsWhat we offer you:A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you:A voice in the future of fintechAlways-on learning and developmentCollaborative work environmentOpportunities to give backCompetitive salary and benefitsPrivacy StatementFIS 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 .EEOC StatementFIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is supplement documentFor positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.Sourcing ModelRecruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.#pridepass
