About this role
Incident Manager
Job description: Job Title: Major Incident Manager II Location: [Omaha] Job Profile Title: Incident Management – Sr Professional II Job Summary:
• We are seeking a skilled, detail-oriented and proactive Major Incident Manager II associate to join the FICC (Fiserv Incident Command Center). This candidate will be responsible for working high-pressure situations as the Lead Major Incident Manager for issues which are (or could) impact our IT services. You will work closely with various IT Support and Business teams to ensure timely and safe service restoration actions are taken to minimize/cease the impact to our clients, particularly during P2/P3/P4 Major Incidents.
Key Responsibilities:
• Command and Control: Responsible for ensuring the highest level of command and control are being performed for all Major Incidents, with emphasis on frequent impact assessment as well as quick and safe service restoration for the clients.
• MIMIC (Major Incident Management Information and Collaboration) Tool: Responsible for ensuring relative information is being captured and documented real-time into our Level Set and Workstream tool (MIMIC). This includes (but is not limited to) all fix action attempts, specific infrastructure details (ip addresses, device names, etc) and impact assessment information (applications affected, clients impacted and impact types/amounts). This includes leading all efforts related to P3/P4 Major Incidents as well as being the focal point for all MIMIC documentation on P1/P2 Major Incidents along-side of a Major Incident Management SRT associate who will be responsible for Command and Control of the Major Incident meeting.
• Post Incident Reviews (PIRs): Responsible for performing a thorough Post Incident Review of every Major Incident worked to ensure an accurate and detailed synopsis of the issue is provided by root cause owners and service restoration support. Additionally, ensure all ‘opportunities’ (or ‘shortfalls’) have been identified, discussed and documented as Problem Tasks (pTasks) for follow up during the formal Problem Review process.
• Collaboration: Work closely with other departments and stakeholders to ensure seamless communication as well as appropriate coordination occur during the Major Incident lifecycle.
• Process Improvement: Assisting with the identification of process enhancement opportunities to improve Major Incident Management efficiency and effectiveness.
• Continual Service Improvement: Responsible for participating in ‘Continual Service Improvement’ initiatives to help streamline the Major Incident lifecycle.
Qualifications:
• Experience: Minimum of 3-5 years of experience working in a Major Incident Management organization, with a strong understanding of the Major Incident Management lifecycle.
Skills:
• Great communication and interpersonal skills.
• Ability to remain calm and make decisions under pressure.
• Proficiency in Command Center technologies and software.
• Ability to work well in a collaborative environment and support team members to achieve common goals.
• Strong analytical and problem-solving abilities.
• Ability to communicate directly (both written and verbal) with multiple levels of associates.
• Committed to delivering high-quality service and ensuring customer satisfaction.
• Proficient in working with MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow.
Great to have:
• ITIL Foundational certification.
• Strong working knowledge of financial transaction processing for authorization functionality and flow.
• Strong working knowledge of monetary movement processing functionality and flow (aka “Funding and Settlement”).
• Strong working knowledge of online banking and bank branch application functionality and flow.
• Strong working knowledge of Command Center monitoring tools (i.e. Splunk, Dynatrace, ThousandEyes, Moogsoft, etc).
• Strong understanding of three primary areas of IT infrastructure:
• Computing platforms (hardware and software)
• Networking and communications (data transmission tools)
• Data storage and management (storage devices and data systems)
Working Conditions:
• 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.