What does a Critical Incident Manager do?

You will implement and deliver best practice incident management processes to include incident identification, ownership, escalation, and resolution. Working with technical and non-technical staff, you’ll manage incident resolution and utilize best practices, ensuring that clients, Fiserv solutions leaders, and affected parties receive timely communication and long-term solutions to the incidents. Your excellent written and verbal communication with both technical and non-technical senior leaders, will be critical to your success.

What you will do:

• Provide governance and oversight for incident response teams.
• Work on moderate to complex issues where analysis of situations or data requires an in-depth knowledge of the Function/BU/Fiserv.
• Maintain work stream documentation.
• Identify trends related to Incidents, Change and Problem and recommend viable solutions to prevent future occurrences, partnering with multiple divisions throughout the firm to drive a reduction in client impacting incidents.
• Open problem records and assign tasks for all incidents where you have ownership.
• Participate in an on-call production support schedule.

What you need to have:

• Experience in ITIL service management framework.
• Advanced trouble shooting experience.
• Broad based foundation of IT knowledge with an intermediate to advanced technical understanding of application architectures, database technologies, LAN and WAN networking and security principles.
• 5+ years operational experience.

What would be great to have:

• Technical background in either networking, application development or technical application support.
• Proven thought and intellectual leadership skills.
• Capacity to provide strong leadership under duress in combination with the ability to make concise decisions that have broad impacts and can articulate their risk/benefit calculus for a given situation