Director, Incident Management

As a Director, Incident Management at Fiserv, you will play a crucial role in leading Command Center operations and overseeing Major Incident Management to ensure strong command and control, timely escalations, and clear communications during high-impact incidents. Your partnership with technology and business stakeholders will drive consistent execution, continuous improvement, and high-quality client outcomes. Key Responsibilities: - Lead day-to-day Command Center operations across Major Incident Management, NOC, ART, and Client Communications during assigned shifts. - Provide leadership during P1/P2 Major Incidents, ensuring appropriate prioritization, escalation, stakeholder engagement, and safe service restoration. - Manage, coach, and develop a team of Major Incident Managers; provide guidance, feedback, and performance support. - Drive consistent process execution across the Major Incident lifecycle, including communications, documentation, and post-incident follow-ups. - Participate in Continual Service Improvement initiatives; support requirements gathering, testing, and rollout of enhancements. - Monitor operational performance and key metrics; identify trends and opportunities to improve efficiency and effectiveness. - Ensure adherence to company policies, procedures, and regulatory requirements. - Support training and development programs that strengthen Command Center capabilities. Qualifications Required: - 5+ years of experience in a Command Center or similar environment, including 2+ years in a supervisory role. - 5+ years of experience in Service Management. - 5+ years of people management experience. - Strong leadership, communication, and stakeholder management skills. - Ability to remain calm and make decisions under pressure in a fast-paced environment. - Proficiency with Command Center technologies and software. - Proficiency with MS Office tools (Power BI, Excel, PowerPoint, Teams) and ServiceNow. At Fiserv, your ability to work in rotational shifts including weekends and holidays, and excel in a fast-paced, high-stress environment will be essential for success in this role. Thank you for considering employment with Fiserv. Apply using your legal name and complete the step-by-step profile by attaching your resume. Fiserv is an Equal Opportunity Employer committed to Diversity and Inclusion. As a Director, Incident Management at Fiserv, you will play a crucial role in leading Command Center operations and overseeing Major Incident Management to ensure strong command and control, timely escalations, and clear communications during high-impact incidents. Your partnership with technology and business stakeholders will drive consistent execution, continuous improvement, and high-quality client outcomes. Key Responsibilities: - Lead day-to-day Command Center operations across Major Incident Management, NOC, ART, and Client Communications during assigned shifts. - Provide leadership during P1/P2 Major Incidents, ensuring appropriate prioritization, escalation, stakeholder engagement, and safe service restoration. - Manage, coach, and develop a team of Major Incident Managers; provide guidance, feedback, and performance support. - Drive consistent process execution across the Major Incident lifecycle, including communications, documentation, and post-incident follow-ups. - Participate in Continual Service Improvement initiatives; support requirements gathering, testing, and rollout of enhancements. - Monitor operational performance and key metrics; identify trends and opportunities to improve efficiency and effectiveness. - Ensure adherence to company policies, procedures, and regulatory requirements. - Support training and development programs that strengthen Command Center capabilities. Qualifications Required: - 5+ years of experience in a Command Center or similar environment, including 2+ years in a supervisory role. - 5+ years of experience in Service Management. - 5+ years of people management experience. - Strong leadership, communication, and stakeholder management skills. - Ability to remain calm and make decisions under pressure in a fast-paced environment. - Proficiency with Command Center technologies and software. - Proficiency with MS Office tools (Power BI, Excel, PowerPoint, Teams) and ServiceNow. At Fiserv, your ability to work in rotational shifts including weekends and holidays, and excel in a fast-paced, high-stress environment will be essential for success in this role. Thank you for considering employment with Fiserv. Apply using your legal name and complete the step-by-step profile by attaching your resume. Fiserv is an Equal Opportunity Employer committed to Diversity and Inclusion.