Fiserv Tech lead, Incident Management in Pune, India
What does a great “ Incident Management – Lead ” do?
As a client centric organization focused on running its services and operations efficiently, managing incidents is extremely important to us. This role is responsible for the managing the incidents across the enterprise environment, including incident / application monitoring, stakeholder management, client communications, reporting to senior management ad-hoc activities to support business requirements. Incidents can span across multiple business units or functional areas.
The role is required to be performed from Fiserv India offices providing overlap with US working hours, hence working from 2PM to 11PM (IST) shift for all 5 working days in a week.
What you will do:
Manage incidents while ensuring that they are logged, progressed, updated, authorized, expedited, and resolved within the scope of the Service Levels
Run bridge calls for all critical incidents with all required resources and stake holder
Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per agreed service levels
Create problem ticket and assign to problem management team for identifying RCA
Monitor critical tickets and act proactively to avoid potential outages
Ensure effective handling of the high priority incidents and proper routing of these incidents
Suggest workarounds and methods of speeding up the recovery of an incident
Document key actions and events during conference calls and issue communications on status and impact
Identify appropriate timelines and targets for recovery actions, feedback, and communications
Ensure proper escalation procedures are followed and correct support teams are engaged
Assess the need for the appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration
Evaluate recovery actions to ensure that a recovery plan exists or is being actively produced
What you will need to have:
Strong Incident Management experience
Experience on IT Service Management (ITIL practices) domain with skills on Incident Management in IT Infrastructure field
Experience of working in complex IT Infrastructure with Operating Systems, Storage, Networking, Firewall, Security
Knowledge of application development lifecycle, Business Continuity, Disaster Recovery planning
Experience with monitoring and reporting dashboard
What would be great to have:
6+ years of prior experience, and at least 2+ years of incident management experience
Must be self-directed, take responsibility under minimal supervision
Excellent written and verbal communication skills
Proficiency with Microsoft Office products, including experience with Power BI/App, SQL, Excel, SharePoint, PowerPoint
Experience in Fintech/banking, financial services, and/or software industries desired
Who We Are:
We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
We are a part of Fiserv’s Technology group. We deliver revenue generating and revenue protection projects for business units that provide best in class financial services products to banks, credit unions, and customers.
We welcome and encourage diversity in our workforce. We are an Equal Opportunity Employer. All the qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, or disability.