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Job Title

Incident Manager Senior Director

About your role:

We are seeking a highly experienced and strategic Incident Manager Senior Director to lead our FTS incident management function. The ideal candidate will be responsible for overseeing the resolution of high-impact incidents, driving continuous improvement initiatives, and ensuring alignment with business objectives.

What you’ll do:

Provide strategic direction and leadership for the incident management team, ensuring effective response and resolution of major incidentsOversee the management of high-impact incidents, ensuring minimal disruption to business operations and timely communication with stakeholdersCollaborate with IT teams, business units, and external vendors to manage and resolve incidents efficientlyDevelop and refine incident management processes, policies, and procedures to enhance efficiency and effectivenessPrepare and present detailed incident reports, including metrics and trends, to executive management and other stakeholdersMentor and develop junior incident managers and other IT staff, promoting best practices in incident management, including Fiserv Service Management Boot Camp trainingEnsure the availability of 24/7 incident management support through effective on-call rotation and resource planning.  In addition, this person will be a member of the Fiserv SRT (Senior Response Team) and will be responsible for leading P1/P2 Incident bridges on a rotating basis

Experience you’ll need to have:

10+ years of operational or incident management experience5+ years of leadership experience5+ years of experience using enterprise communication tools such as Teams and OutlookExperience effectively communicating both and up and down throughout the organization and swiveling between business and IT employeesBachelor's degree in a related field or an equivalent combination of education, military, and work experience

Experience that would be great to have:

Experience in a large enterprise environmentExperience in large enterprise Incident ManagementITIL Foundation certification is highly desirableExperience using and creating monitoring and alerting tools such as Splunk, ServiceNow, and Microsoft Power Automate

Sponsorship:

US Permanent Residency or US Citizenship is required for this role due to federal contracts

Benefits at Fiserv:

Fuel Your Life program to support your physical, financial, social, and emotional well-beingPaid holidays and generous time away policiesNo-cost mental health support through Employee Assistance ProgramsLiving Proof program to recognize your peers’ extra effort with points redeemable for rewardsEight Employee Resource Groups to foster a collaborative culture and expand your networkUnparalleled professional growth with training, development, and internal mobility opportunitiesMedical, dental, vision, life, and disability insurance options available from day oneRetirement planning and discounted shares with the Employee Stock Purchase PlanTuition assistance and reimbursement programPaid parental, caregiver, and military leave

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 nameComplete 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. 

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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 Fiserv email address.