Job Description

Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Bachelor of Arts
Travel Percentage : 10 - 15%
Are you curious, motivated, and forward-thinking At FIS youu2019ll 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.
The Team
Oversee the effort of the Enterprise Incident Management Team to minimize client service interruptions by handling incidents across the FIS enterprise.
What you will be doing
Manages the operations of the Enterprise Incident Management Team by evaluating priority of incidents as a level one or two.
Determines severity of issue and whether escalation to executives is needed.
Aims to ensure contractual service level agreements are met in support of clientsu2019 and companyu2019s mission-critical business requirements.
Reports new or recurring problems to development departments to determine solutions.
Ensures analysts are properly trained when old products are upgraded or new products are released.
Maintains standards and makes sure processes are consistent across the enterprise.
Makes presentations to new clients and auditors about the services the Enterprise Incident Management Team will deliver based on the client needs.
Meets with existing clients on an as needed basis to review critical incidents and trend data.
Contributes to the development of the Enterprise Incident Management function.
Ensures problem prevention activities are tracked and implemented as appropriate.
Develops business strategy and business plan for team/group operations including budget development.
Selects, develops and evaluates personnel to ensure the efficient operation of the function.
Audits employee processes to ensure all of the proper steps were followed.
Other related duties assigned as needed.
What you bring
Broad knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture
Background handling high severity incidents, resolving issues within clientu2019s timeline, publishing documents
Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software
Ability to work in a flexible schedule as needed
Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
Willingly shares relevant technical and/or industry knowledge and expertise to other resources
Excellent decision-making, problem-solving, team building, negotiation, conflict management, and time management skills
Proven project management skills
What we offer you
Competitive salary
Attractive benefits
A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
A modern, international work environment and a dedicated and motivated team
#Ll-EA1
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 .
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
Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Bachelor of Arts
Travel Percentage : 10 - 15%
Are you curious, motivated, and forward-thinking? At FIS you\u2019ll have the opportunity to