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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.
- 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.
Experience that would be 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 working knowledge of three primary areas of IT infrastructure:
- Computing platforms
- Networking and communications
- Data storage and management
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.
#LI-TH1
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
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).
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.
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