Enterprise Incident & Problem Management Analyst (Technical & Business Writing)

Posted 2 Days Ago
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Mani, Lutayan, Sultan Kudarat, Soccsksargen
Senior level
eCommerce • Fintech • Information Technology • Payments • Software
We are the leader in financial technology and services for financial institutions and businesses of all sizes, globally.
The Role
This role involves managing global incidents, ensuring service level agreements are met, and coordinating incident management procedures across the enterprise.
Summary Generated by Built In

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

WHAT YOU WILL BE DOING :

  • Manages global incidents across multiple data center environments to protect production systems critical to business success.

  • Ensures contractual service level agreements are met in support of client and company mission-critical business requirements.

  • Works across a wide array of product lines and engages various levels of management on a day to day basis.

  • Develops, coordinates and promotes incident and problem management activities across the entire enterprise and takes responsibility for effective functioning of these processes across organization.

  • Provides immediate response and coordination aimed at minimizing the duration of service interruptions.

  • Makes decisions regarding real-time incident resolution activities and selecting client situations for executive & management escalation updates.

  • Acts as a liaison between the business and technology teams for high severity incidents (priority 1 and 2 spanning across the entire enterprise and escalates as appropriate.

  • Maintains trend data and metrics related to incidents and problems for clients and executive reporting.

  • Recommends and documents departmental standards and procedures.

  • Consults with other teams on proper integration and correlation of the incident and problem management process and their respective areas.

  • Ensures effective and rapid response to major incidents.

  • Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process.

  • Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by business and technology needs.

  • Compiles the enterprise post incident report and works with various teams in root cause analysis process to determine cause of incident.

  • Other related duties assigned as needed.

WHAT YOU BRING:

  • More than 5 years of relevant work experience in technical and business writing. Able to understand and capture significant details/timeline in major incident calls. Relevant experience in the financial industry and incident management process. Knowledgeable in different financial and digital applications and terms. 

  • Considerable knowledge of incident and problem management principles, procedures and techniques. Knowledgeable in ITIL V3/V4 Foundation, other IT Service Management processes (Change/Problem), and ServiceNow tool.

  • Nice to have - ITIL V3/V4 Foundation certification, Skills and experience on Incident Management call leadership and Problem Management's Root Cause Analysis.

  • Must be amenable to work on shifting schedules (Based on the business needs. Possible to have 9x5 or 4x11. Possible to work on weekends also)

  • Must be amenable to work onsite (currently 2-3 times a week onsite)

  • Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL)

  • Strong knowledge of issue resolution and escalation practices

  • Knowledge of FIS products and services

  • Broad knowledge of IT infrastructure

  • Ability to apply analysis and creative thinking when solving problems and conflict

  • Ability to provide acute attention to detail

  • Ability to communicate effectively to all levels within the organization

  • Ability to manage multiple incident tasks simultaneously

  • Conflict resolution and facilitation skills

  • Decision making ability within specified parameters

  • Independent and collaborative decision making

  • Skilled at identifying and implementing process improvements

  • Ability to effectively establish and maintain relationships across the organization

  • Excellent written communication skills

  • Solid business acumen and an awareness of business implications of decisions

  • Demonstrated skill in timely, proactive, responsive follow-through on deliverables

  • Ability to organize tasks and priorities effectively and under minimal supervision

  • Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions

WHAT WE OFFER YOU :

  • A competitive salary and benefits, including HMO on Day 1

  • Great workspaces with dedicated and motivated colleagues

  • A variety of career development tools, resources, and opportunities

  • Work for an organization that champions Inclusion and Diversity

#LI-JO1

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Top Skills

Itil V3,V4
Servicenow
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The Company
HQ: Jacksonville, FL
57,000 Employees
Hybrid Workplace
Year Founded: 1968

What We Do

FIS is a leading provider of technology solutions for financial institutions and businesses of all sizes and across any industry, globally. We enable the movement of commerce by unlocking the financial technology that powers the world’s economy. Our employees are dedicated to advancing the way the world pays, banks and invests through our trusted innovation, proven performance and flexible architecture. We help our clients use technology in innovative ways to solve business-critical challenges and deliver superior experiences for their customers. Headquartered in Jacksonville, Florida, FIS ranks #241 on the 2021 Fortune 500 and is a member of Standard & Poor’s 500® Index. To learn more, visit www.fisglobal.com. Follow FIS on Facebook, LinkedIn and Twitter (@FISGlobal).

Why Work With Us

The world of fintech is changing fast. Our core values and behaviors give us the power to have a positive
impact on the world we share. We work together, connecting to achieve outcomes with speed. We are inclusive and embrace our diverse strengths. We make things happen and celebrate together

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