Enterprise Incident & Problem Management Analyst Senior

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?

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

Educational Requirements:

Bachelor’s Degree in computer science, business or communication or the equivalent combination of education, training, or work experience

What you will need:

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 we offer you:

A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you:

A voice in the future of fintech

Always-on learning and development

Collaborative work environment

Opportunities to give back

Competitive salary and benefits

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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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