Director, IT Services Management

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Job Title
Director, IT Services Management
About Your Role
As a Command Center Leader of the FICC (Fiserv Incident Command Center), you will be responsible for overseeing the day-to-day operations which includes monitoring incoming Major Incidents, identifying any correlation to a larger, wider impacting infrastructure issue and ensuring appropriate priority and escalation of potential larger scale issues. Additionally, the Duty Manager will be responsible for engaging in high-pressure situations, particularly during emergencies or P1/P2 Major Incidents as well as being responsible for ensuring accurate and timely communication are being provided to Sr Leaders and Fiserv internal stakeholders.
What Youll Do

• Oversee the day-to-day needs for Major Incident Management, Network Operations Center (NOC), Advanced Resolution Team (ART) and Client Communications during designated shifts
• Work closely with other departments and stakeholders to ensure seamless communication as well as appropriate coordination occur during the Major Incident lifecycle
• Provide guidance, training, and support for a team of Major Incident Managers while ensuring Key Performance Indicators (KPIs) are being met while ensuring they are complying with company defined policies, procedures, and regulatory requirements
• Assist with the coordination of Major Incident responses to ensure a safe, timely and effective resolution
• Assist with the identification of opportunities for process enhancements and help to coordinate the implementation of best practices to improve Major Incident Management efficiency and effectiveness
• Participate in the identification of Continual Service Improvement initiatives to help streamline the Major Incident lifecycle. This may include requirement gathering and testing as part of the overall initiatives
• Oversee the continuous monitoring of systems and processes, evaluating reports on performance, Major Incidents, and other key metrics
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  Assist in the development and delivery of training programs to enhance the skills and knowledge of the Major Incident Management organization
  

Experience Youll Need To Have

• 10+ years of experience in a command center or similar environment
• 7+ years of experience with command center technologies and software such as ServiceNow, Confluence, Splunk, Dynatrace, etc.
• 5+ years of experience in a supervisory or people manager role within a Command Center
• Experience effectively communicating up and down throughout the organization and swiveling between business and IT associates
• Proficient in working with MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow
• Bachelors degree in a related field or an equivalent combination of education, military, and work experience
  

Experience That Would Be Great To Have

• ITIL Foundational certification
• Prior financial industry experience
• Experience in three primary areas of IT infrastructure: computing platforms (hardware and software), networking and communications (data transmission tools), and data storage and management (storage devices and data systems)
  

How Youll Work

• This role will be required to work onsite with the ability to work 12-hour shifts, which may include nights, weekends, and holidays
• This role requires use of a computer and audio equipment
• In order to be considered, you must be legally authorized to work in the U.S. without need for visa sponsorship now or in the future
  

Thank You For Considering Employment With Fiserv. Please

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
  

Our Commitment To Diversity And Inclusion
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
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