Major Incident Management Workload Coordinator

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Were 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, were involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title: Major Incident Management Workload Coordinator

About your role:

We are seeking a detail-oriented and proactive Major Incident Management Workload Coordinator to join the FICC (Fiserv Incident Command Center). This candidate will be responsible for managing and coordinating the workload of the Major Incident Management organization, ensuring efficient handling of Major Incidents, while maintaining the highest service levels. The Workload Coordinator will play a crucial role in optimizing resource allocation, streamlining processes, and enhancing overall Major Incident Management performance.

What you'll do:

• Workload Coordination: Monitor and manage the distribution of Major Incident Management tasks to ensure balanced workloads across the Major Incident Management organization and partner with Duty Managers for assurance of timely resolution for all Major Incidents.
• Resource Allocation: Optimize the use of available Major Incident Management resources by prioritizing tasks and allocating or reallocating team members as needed to address high-priority Major Incidents.
• Process Improvement: Assisting 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.
• Performance Monitoring: Assist in the analysis of Key Performance Indicators (KPIs) related to Major Incident Management.
• Collaboration: Work closely with other departments and stakeholders to ensure seamless communication and appropriate coordination occur during the Major Incident lifecycle.
• Compliance: Ensure FICC personnel comply with company defined policies, procedures, and regulatory requirements.

Experience you'll need to have:

Minimum 5 years of experience in a Command Center or similar environment, with at least 3 years of experience working in Major Incident Management. Minimum 3 years of experience in Service Management. Proficiency in Command Center technologies and software. Proficient in working with MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow.

6+ years of an equivalent combination of educational background, related experience, and/or military experience. Experience that would be great to have:

• Experience with the Atlassian Suite, AppDynamics and ServiceNow.
• ITIL Foundational certification.
• Strong working knowledge of monetary movement processing functionality and flow (aka "Funding and Settlement").
• Strong working knowledge of Command Center monitoring tools (i.e. Splunk, Dynatrace, ThousandEyes, Moogsoft, etc).
• Strong working knowledge of three primary areas of IT infrastructure: Computing platforms, Networking and communications and Data storage.

How you'll work:

• Shift Work: Ability to work 12-hour shifts, which may include nights, weekends, and holidays.
• Environment: Fast-paced, high-stress environment requiring quick thinking, critical decision making and adaptability.
• This role is on-site position. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences helps you with your overall onboarding experience and lead to stronger productivity.

This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.

This role may require being on call during non-standard and/or overnight hours.

This role requires use of a computer and audio equipment.

Sponsorship:

To be considered, you must be either a US Permanent Resident or US Citizen due to contractual obligations.

Salary Range:

$100,000.00 - $165,600.00

These pay ranges apply to employees in New Jersey and New York. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individuals status as a veteran.

For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company's sole discretion.

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 Equal Opportunity:

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. If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.