Senior Major Incident Manager – 24/7 Rotational Shift

Senior Major Incident Manager – 24/7 Rotational Shift

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.

About this Team:

Provide 24x7 support and management of incidents throughout incident lifecycle within a production environment. Ensure service level agreements are met in support of clients’ and company’s mission-critical business requirements.

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What you will be doing: 

• Lead and coordinate the incident response team during critical service disruptions
• Supports a computer operations environment that meets all service level agreements, e.g., 24x7 availability, response time parameters, etc. and availability targets.
• Make quick decisions about escalation and prioritization
• Ensure proper documentation of the incident timeline and actions taken
• Manage the bridge call or incident war room
• Provide regular status updates to leadership and affected business units
• Coordinate with external vendors or third-party providers if needed

Prevention and Preparation:

• Develop and maintain incident management procedures and playbooks
• Ensure incident response plans are up-to-date and tested regularly
• Train team members on incident response procedures
• Review incident patterns to identify systemic issues
• Work with teams to implement preventive measures
• Maintain contact lists and escalation procedures
• Coordinate regular disaster recovery and business continuity exercises
• Recommend process improvements based on lessons learned
• Update documentation and procedures based on experience

What You Bring:

• 7-11 years’ experience of working on Major Incident Management for UK/US clients
• 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.Ability to organize tasks and priorities effectively and under minimal supervision
• Develops, coordinates and promotes incident and problem management activities across the entire enterprise and takes responsibility for effective functioning of these processes across organization.
• Strong communication & analytical skills – Willing to work 24/7 including night shifts ,Must be good with multi-tasking.

Added bonus if you have

• Knowledge of FIS’ products and services
• Knowledge of financial services industry and basic financial analysis principles and ratios

What we offer you:

• A multi-faceted job with a broad spectrum of responsibilities
• A modern international work environment and a dedicated and innovative team
• A broad range of professional education and personal development possibilities – FIS is your final career step!
• A work environment built on collaboration, flexibility and respect

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.

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