Job Description

Calling all innovators – find your future at Fiserv.

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.

Job Title

What does a successful Incident Manager do at Fiserv?
At Fiserv, the Incident Manager is critical for ensuring seamless operations and swift response to any incidents impacting our merchant processing and business processing cycle. You will play a pivotal role in maintaining service excellence, coordinating communication channels, and liaising with Technical, Product Development, Infrastructure, Support, and Documentation teams. Your success will directly contribute to maintaining Fiserv’s high standards of operational integrity and customer satisfaction.

What you will do:

• Manage and own the Incident Response process to ensure minimal disruption.
• React to preliminary incident indicators and confirm service impact.
• Communicate post-incident details such as impact, status, and resolutions internally across all channels.
• Collect and distribute Root Cause Analysis details from technical teams.
• Collaborate closely with Production Support teams to resolve incidents.
• Update and maintain necessary internal documentation, consulting on any external documentation required.
• Continuously improve the quality and efficiency of the Incident Response process.
• Occasionally work outside standard business hours based on critical incident requirements.

What you will need to have:

• 3+ years of experience in Incident Response or Incident Management within a technology-driven environment.
• 2+ years of experience with Confluence for maintaining process guidance and Jira for managing release and incident tickets.
• Bachelor’s degree in a related field or an equivalent of education, work and/or military experience.

What would be great to have:

• 4+ years of experience with Microservices Release Management and Platform Orchestration.
• Familiarity with CI/CD pipelines, SQL, Kibana log retrieval, and data center architecture.
• Familiarity with monitoring tools such as AppDynamics or other APM solutions.
• Experience with the Atlassian Suite and ServiceNow for incident management.
• Experience with PagerDuty & StatusPage

Important info about this role:

• We’re better together. This role is on-site 4 days a week.
• In order to be considered, you must be legally authorized to work in the U.S. without need for sponsorship now or in the future.
• This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.

Perks at Work:

• We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
• Maintain a healthy work-life balance with paid holidays, generous time off policies, including Unlimited Recharge & Refuel for qualifying associates, and free counseling through our EAP.
• Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
• Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
• Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
• Advance your career with training, development, certification, and internal mobility opportunities.
• Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, New York, Nevada, Rhode Island or Washington.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

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).

What you should know about us:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune ® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.

Our commitment to Diversity and Inclusion:

Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law. 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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 business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.

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