Incident Management Specialist

Fiserv    Alpharetta, GA
Job Description

What does a great Incident Management Specialist do?

  • Lead efforts to quickly respond to, and recover from, incidents that disrupt normal business operations and/or build potential legal, regulatory, financial, or reputation risk.
  • Interact with people at all levels across the enterprise to address, understand, and resolve incidents as they occur.
  • Research root cause analysis and complete client facing incident repose letters.
  • Prepare monthly metrics for reporting and to analyze trends and opportunities.
  • Essential Job Responsibilities:

  • Responsible for engaging in efforts to improve Fiserv resilience, defined as the organization’s ability to prevent, respond to, and recover from incidents that disrupt normal business operations and/or build potential legal, regulatory, financial, or reputation risk.
  • Utilize sound business discernment as well as decision criteria and escalation paths contained in the Client Services Incident Management Standard Operating Procedures to craft the appropriate response team for each critical and high severity incident reported.
  • Be the liaison between ERR, ETG and Service Notification writers and assist with information gathering for client communications during an event.
  • Coordinate engage with and monitor the work of incident response teams to ensure that communication is timely and accurate, dependencies are identified and managed, resolution follows the established response criteria for the incident type, and additional escalation occurs as needed to ensure successful incident resolution.
  • Participate in Post-mortems conducted on critical incidents and assist as needed to ensure Fiserv’s executive management is aware of the issue and steps being taken to minimize the risk or reoccurrence.
  • Engage with the incident response team and lead the process of documenting event details, building incident response letters (either when requested or proactively based on severity), obtain proper approvals and distribute final client facing document.
  • Ensure that a factual record of each event is maintained.
  • Record data related to client impact of events and prepare frequent metric and trending activities and prepare incident management reporting to management
  • Provide backup coverage for the Corporate Communications Director as needed (build incident response letters for ERR).
  • Work closely with Client Services, ERR, ETG and other teams to develop and maintain standard methodology.
  • Performs other duties as required.
  • Basic Qualifications for Consideration:

  • Bachelor’s Degree or equivalent experience
  • 5+ years of experience in IT or financial services
  • 5+ years of experience in Risk Management, Enterprise Incident Management, and/or Communications/Business Writing
  • Proficient with Microsoft Word (advanced knowledge), Microsoft Excel, and Microsoft PointPoint
  • Preferred Skills, Experience, and Education:

  • Lean principles such as Six Sigma or other equivalent
  • Learn more about us.

    In a world moving faster than ever before, Fiserv helps clients deliver solutions in step with the way people live and work today – financial services at the speed of life. With 24,000 associates, we help more than 12,000 clients worldwide create and deliver solutions to enable today's consumer to move and manage money with ease, speed and convenience. Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation.

    In this role you will be aligned with solutions to our banking customers. We deliver comprehensive bank platforms and value-added products and services for community, mid-tier, and large financial institutions. We offer flexible technology solutions that enable financial institutions to quickly align to customers' expectations. With a modular approach to delivery, financial institutions can preserve platform investments while delivering both updated functionality and a consistent experience across channels.

    From understanding consumer needs based on the latest research to analytics and advisory services that help identify growth opportunities from accounts, payments and industry data, we help clients access and act on data to create better outcomes

    Fiserv bank platforms – Cleartouch, DNA, Precision, Premier, Signature – enable banks to efficiently manage a wide range of activities such as account opening, deposits, withdrawals, loans, customer information management, and general ledger and accounting tasks. Each Fiserv bank platform has unique capabilities, but they all help our clients improve customer service and streamline their back-office operations.

    We welcome and encourage diversity in our workforce. We are an equal opportunity employer/disability/vet.

    Explore the possibilities of a career with Fiserv and Find Your Forward with us.


    Tue, 16 Apr 2019 04:50:41 GMT

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