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. Protect production systems”
What You'll Achieve.
Minimize duration of service interruptions; Ensure contractual service level agreements are met
Industry & Context.
Root cause analysis; Conflict resolution; Creative thinking
Hybrid setup, On-call rotation, Support Australia Time
What They're Looking For.
Must Have
Incident Management experience, Problem Management experience, Process Improvement Initiatives experience, Excellent communication skills, Experience handling escalations, Knowledge of incident and problem management principles, Knowledge of standards and best practices relevant to the information technology industry, Knowledge of issue resolution and escalation practices, Knowledge of FIS products and services, Broad knowledge of IT infrastructure, Ability to apply analysis and creative thinking, Ability to provide acute attention to detail, Ability to communicate effectively to all levels, Ability to manage multiple incident tasks simultaneously, Conflict resolution skills, 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, Excellent written communication skills, Solid business acumen, Awareness of business implications of decisions, Demonstrated skill in timely, proactive, responsive follow-through, Ability to organize tasks and priorities effectively, Ability to function under minimal supervision, Proven ability to function in an environment requiring flexibility, Proven ability to function in an environment requiring good judgment, Proven ability to function in an environment requiring sound decision-making, Proven ability to function based on limited information, Proven ability to function under extreme conditions
Nice to Have
ITIL v4 certification, ServiceNow experience, Financial Industry experience
What You'll Do.
Manage global incidents
Protect production systems
Ensure contractual service level agreements are met
Engage various levels of management
Develop incident and problem management activities
Coordinate incident and problem management activities
Promote incident and problem management activities
Provide immediate response to incidents
Coordinate incident response
Minimize duration of service interruptions
Make decisions regarding real-time incident resolution
Select client situations for escalation updates
Act as a liaison between business and technology
Escalate high severity incidents
Maintain trend data and metrics for clients
Maintain trend data and metrics for executive reporting
Recommend departmental standards
Document departmental standards
Recommend departmental procedures
Document departmental procedures
Consult with other teams on process integration
Consult with other teams on process correlation
Ensure effective response to major incidents
Ensure rapid response to major incidents
Review changes to support processes
Recommend changes to support processes
Facilitate tactical meetings
Create incident reports
Compile enterprise post incident report
Work with various teams in root cause analysis
Determine cause of incident
Perform other related duties as assigned
How You'll Work.
Team & Collaboration
Cross-functional teams; Business teams; Technology teams
Communication Scope
Client reporting; Executive reporting; Incident reporting
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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