Incident Manager

Calling all innovators – find your future at Fiserv.

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Incident Manager

About the Team:

Meet Clover, the leading cloud-based integrated commerce platform. Chances are, you’ve already spotted us at your beloved local eateries, boutiques and stadiums. We’re proud to have partnered with over 700,000 merchants around the world, and in 2022, we processed more than $240 billion in card transactions. Clover enables merchants to accept payments, run their business and sell more. Come help us transform the way merchants do business, join Clover. 

Job Title: Incident Management Sr. Professional

What does a great Incident Management Professional do at Clover?

As an Incident and Event Management Associate in Issuer Solutions, you will be responsible for delivering a predictable and positive customer experience for the Fiserv products and services our clients use daily. We seek an experienced manager to join a highly skilled and customer-focused team. The ideal candidate will have senior client-facing experience in a fast-paced, dynamic setting focusing on continuous improvement. The role requires outstanding problem management, communication, collaboration, and the ability to drive operational improvement across our change management, mean time to restore, and incident reduction objectives. The Incident and Event Manager will work closely with senior leadership and cross-functional teams to strategize and develop short and long-term plans that usher in new operational excellence and client satisfaction.

What You Will Do

• Works on moderate to complex issues where analysis of situations or data requires an in-depth knowledge of the Function/BU/Fiserv.

• Monitor, triage, and action events across Clover's critical platforms. 

• Run and drive incident bridge calls with commanding leadership and control.

• Maintain workstream documentation and data integrity within the incident.

• Evaluate and assess daily, weekly, monthly, and yearly operational and technical metrics/KPIs for continuous improvement opportunities to help minimize financial and repetitional impact on Fiserv and our clients.

• Partner with multiple divisions, both business and technical, throughout the firm, to drive a reduction in client-impacting incidents.

• Open problem records and assign tasks for all incidents you have ownership of as an IT Services Manager.

• Participation in an on-call production support schedule, if needed.

What You Will Need To Have

• Strong Ability to communicate effectively through verbal and written methods throughout the organization, including with senior leadership.

• Ability to translate situations in both a technical and business-friendly manner.

• 2+ Years of operational experience.

• 2+ Years of Incident Management.

• 1+ Years experience using monitoring and alerting tools.

• 1+ Years experience with ITIL framework and production support best practices.

• 1+ Years experience using enterprise communication tools.

• On-call required

What Would Be Great To Have

• ITIL Foundational certification.

• Strong working knowledge of monitoring tools (DataDog PagerDuty Service Now).

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, New York, Nevada, Rhode Island or Washington.

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 name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

What you should know about us:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence. 

Our commitment to Diversity and Inclusion:

Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law. 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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 business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.