Enterprise Incident & Problem Management Analyst

Position Type : Full time

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Computer Science

Travel Percentage : Job Description

Job Description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities.

If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know : Are you FIS?

NOTE :

This role will be hybrid / 3 days onsite for candidates who are located in / around Jacksonville, FL.

This role is nightshift 12am - 8am EST hours.

About the team :

This role is with our EIM (Enterprise Incident Management) team. Enterprise Incident Management (EIM) is a global process throughout FIS to handle ALL Major Incidents.

A major incident is defined as an unplanned interruption or reduction in the quality of an IT service or the failure of a configuration item (CI) that has not yet impacted an IT Service.

EIM Processes aim is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring the best possible levels of service quality and availability are maintained.

What you will be doing :

This role is nightshift 12am - 8am EST hours.

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 :

Considerable knowledge of incident and problem management principles, procedures and techniques

Considerable knowledge of standards and best practices relevant to the information technology industry, , 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

Bachelor’s Degree in computer science, business or communication or the equivalent combination of education, training, or work experience.

Added bonus if you have :

Considerable knowledge of all operations lifecycle phases, , requirements definition, risk management, implementation, deployment, maintenance

Technical knowledge of information technology networks, systems, peripherals and software applications

Ability to formulate, implement and evaluate plans, programs and procedures applicable to the information processing operations

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 career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you :

A voice in the future of fintech

Always-on learning and development

Collaborative work environment

Opportunities to give back

Competitive salary and benefits

NOTE :

This role will be hybrid / 3 days onsite for candidates who are located in / around Jacksonville, FL.

This role is nightshift 12am - 8am EST hours.

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $84, - $142, and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location.

Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training.

Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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 .

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

The EEO is the Law poster is supplement document

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test.

ADA Disclaimer : In developing this job description care was taken to include all competencies needed to successfully perform in this position.

However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation.

All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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.

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