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Manager, Critical Incident Management
Fiserv
Alpharetta, GA, United States
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Job TitleManager, Critical Incident Management
The Biller Solutions Business Unit at Fiserv is looking for a Manager of Critical Incident Management in the Payment Operations support organization in Alpharetta, GA. The Manager will work with the Director of Payment Operations and working closely with other direct reports will be responsible for the day to day support of the Walk In & eBill overall production environment, incoming Incidents, monitoring alerts, and the successful receipt and delivery of reports and files.
The Payment Operations team owns and handles all client facing environments and not only runs client reported issues and requests but also monitoring, capacity planning, and overall environment health. The team works closely with the development team, client implementations, ETG (Enterprise Technology Group), as well as Call Center Management and Representatives and Account Management. While the duties, at times, can be meaningful, the position is a pivotal one for the Payment Operations team. You will lead a large team of dynamic thinking individuals who are not afraid to do things the right way as opposed to just doing work the same way and getting the same, not always positive, results. The team recently introduced a new operating model and the incoming manager will be required to own and lead that model and be a champion of it.
The position calls for a high energy, quick thinking manager who has led both production support and people. We are a 24/7 operation and it is essential that anyone applying for this position understands this and are willing and able to be on call, get pulled into issues when not officially on call, motivate their team, and understand the needs of our Clients and their customers and prioritize work accordingly.
ESSENTIAL JOB RESPONSIBILITIES:
• Communications and collaboration of operational readiness of new system functionality being delivered. The role will also be responsible for mentoring and helping the team.
• Continuous Improvement in operational readiness of new system functionality being delivered.
• Works with the application development owners to correct repeat issues, and educate both the level 1 and 2 support teams on how to handle application support issues.
• Associate Development in operational readiness of new system functional development objectives.
• Provides consistent and clear feedback to team members on performance against goals and objectives.
• Assesses individual contributions and potential to develop associates including performance plans where necessary.
• Responsible for the organizations effectiveness including hiring, performance management and termination as necessary to improve the overall capabilities of the organization
• Lead and develop a team of production support analysts that resolve user and auto initiated incidents and requests
• Reviews and vets through impacts of requests for change ensuring proper risk mitigation in place for changes
• Fix/problem solve production issues as they arise
• Improve upon existing support capabilities both at the Level 1 Support as well as within own team to ensure capabilities meet the needs
• Ensure operational readiness of development efforts including monitoring, alerting, supportability of change.
EDUCATION:
• Bachelor’s Degree or a minimum of 10 years of experience demonstrating required skills and competencies.
JOB RELATED EXPERIENCE:
• Requires 7+ years of professional experience in an Information Technology role
• Excellent leadership, management, analytical and organizational experience required
• Working knowledge of C#, .NET, MVC, T-SQL, APIs, PKI is a plus.
• Working knowledge of Relational Database (MS SQL Server, Oracle), SSRS, HTML, XML, FTP, and Microsoft Office Suite.
• Strong knowledge of Agile/Scrum/Kanban methodologies
Experience working in the Financial Services industry is a strong plus:
• ACH Processing
• Credit/Debit Card Processing
• File Creation and Transmission
• Experience with Fiserv products and services are a strong plus.
• Deep understanding of troubleshooting methodology
• Experience with Service Now IT Service Management and Incident Management Tool (or equivalent industry tool)
• Proven strong written and verbal interpersonal skills
• ITIL experience or certification a plus
• Experience with industry standard monitoring tools:
• Splunk, ExtraHop, SCOM, CEM, APM Cloud
OTHER SKILLS AND EXPERIENCE:
• Intrinsically motivated and detailed oriented
• Organized, multi-task and prioritize work
• Strong interpersonal skills in order to work in a diverse, dynamic and fast paced environment
• Able to be on call and work nights and weekends as required for client support purposes – a requirement
• Able to lead complex technical discussions with developers and engineers, building consensus and crafting action plans
TRAVEL REQUIRED:
• 40% (Wallingford, Connecticut, Dallas Texas)
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).
Fiserv is an Equal Employment Opportunity Employer, and it is the Company’s policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.