FIS
fintech
Incident/ProblemManagementAnalystLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Incident / Problem Management Analyst Lead at FIS. Skills: Incident Management, Problem Management, Process Improvement. Manage global incidents across multiple data center environments. Ensure contractual service level agreements are met”
What You'll Achieve.
Ensures contractual service level agreements are met; Minimizing the duration of service interruptions; continuous improvement of the incident and problem management process
Industry & Context.
Ability to apply analysis and creative thinking when solving problems and conflict; Decision making ability within specified parameters; Independent and collaborative decision making; root cause analysis
Must be willing to work on a Hybrid setup (2-3 times a week onsite), Must be willing to support Australia Time with on-call rotation
What They're Looking For.
Must Have
solid and proven experience doing Incident Management, solid and proven experience doing Problem Management, solid and proven experience doing Process Improvement Initiatives, excellent communication skills, experience handling escalations, Considerable knowledge of incident and problem management principles, procedures and techniques, Considerable knowledge of standards and best practices relevant to the information technology industry, e. g. , ITIL), knowledge of issue resolution and escalation practices, Broad knowledge of IT infrastructure, 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
Nice to Have
ITIL v4 certification, ServiceNow, Financial Industry experience, Knowledge of FIS products and services
What You'll Do.
Manage global incidents across multiple data center environments
Ensure contractual service level agreements are met
Engage various levels of management on a day-to-day basis
coordinate and promote incident and problem management activities
Provide immediate response and coordination
Make decisions regarding real-time incident resolution
Act as a liaison between business and technology teams
Maintain trend data and metrics related to incidents and problems
Recommend and document departmental standards and procedures
Consult with other teams on proper integration
Ensure effective and rapid response to major incidents
Review and recommend changes to support processes
weekly and monthly tactical meetings
Create incident reports
Compile the enterprise post incident report
Work with various teams in root cause analysis
How You'll Work.
Team & Collaboration
Works across a wide array of product lines; Engages various levels of management; Consults with other teams on proper integration and correlation of the incident and problem management process; Works with various teams in root cause analysis process
Communication Scope
excellent communication skills; Ability to communicate effectively to all levels within the organization; Excellent written communication skills
Full Job Description
As 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? Role location: Hybrid (three days in-office, two days virtual) **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
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