Incident and Change Management Analyst

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

WHAT YOU WILL NEED:

Must have skills/tools/experience: Incident Management, Change Management. ITIL

Nice to have skills/tools/experience: ITIL, ServiceNow, Financial Industry experience

At least 5 years of relevant experience

Must be willing to work on a Hybrid setup (twice a week onsite). Office location is at Ecoplaza Bldg, Makati City (located near Magallanes MRT Station, EDSA)

Must be willing to work from 8:00am to 5:00pm Australia Time with on-call rotation

College Undergraduates and Non-Bachelor's Degree holders with relevant experiences are welcome to apply

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)

Strong 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 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

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 incident reports as determined by business and technology needs.

Compiles the enterprise post incident report and works with various teams in root cause analysis process to determine cause of incident.

Other related duties assigned as needed.

WHAT WE OFFER:

A competitive salary and benefits

Great workspaces with dedicated and motivated colleagues

A variety of career development tools, resources & opportunities

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Sourcing Model

Recruitment 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.

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