Director of IT Services Management

Role Overview: As the Director of IT Services Management at Fiserv, you will lead the FICC (Fiserv Incident Command Center) as the Command Center Leader. Your primary responsibility will be overseeing the day-to-day operations, including monitoring incoming Major Incidents, identifying wider impacting infrastructure issues, and ensuring appropriate priority and escalation of potential larger scale issues. You will also engage in high-pressure situations, particularly during emergencies or P1/P2 Major Incidents, and ensure accurate and timely communication to Senior Leaders and internal stakeholders. Key Responsibilities: - Oversee the day-to-day needs for Major Incident Management, Network Operations Center (NOC), Advanced Resolution Team (ART), and Client Communications during designated shifts - Work closely with other departments and stakeholders to ensure seamless communication and coordination during the Major Incident lifecycle - Provide guidance, training, and support for a team of Major Incident Managers, ensuring compliance with company policies, procedures, and regulatory requirements - Assist in coordinating Major Incident responses for safe, timely, and effective resolution - Identify opportunities for process enhancements, implement best practices, and streamline Major Incident Management efficiency - Participate in 'Continual Service Improvement' initiatives to enhance the Major Incident lifecycle - Monitor systems and processes, evaluate performance reports, Major Incidents, and key metrics - Develop and deliver training programs to enhance the skills and knowledge of the Major Incident Management organization Qualifications Required: - 10+ years of experience in a command center or similar environment - 7+ years of experience with command center technologies and software such as ServiceNow, Confluence, Splunk, Dynatrace, etc. - 5+ years of experience in a supervisory or people manager role within a Command Center - Proficient in MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow - Bachelors degree in a related field or an equivalent combination of education, military, and work experience - ITIL Foundational certification (preferred) - Prior financial industry experience (preferred) - Experience in IT infrastructure areas: computing platforms, networking and communications, data storage and management Additional Details: This role will require working onsite with the ability to work 12-hour shifts, including nights, weekends, and holidays. You must be legally authorized to work in the U.S. without the need for visa sponsorship. Fiserv is an Equal Opportunity Employer committed to Diversity and Inclusion. Thank you for considering employment with Fiserv. Role Overview: As the Director of IT Services Management at Fiserv, you will lead the FICC (Fiserv Incident Command Center) as the Command Center Leader. Your primary responsibility will be overseeing the day-to-day operations, including monitoring incoming Major Incidents, identifying wider impacting infrastructure issues, and ensuring appropriate priority and escalation of potential larger scale issues. You will also engage in high-pressure situations, particularly during emergencies or P1/P2 Major Incidents, and ensure accurate and timely communication to Senior Leaders and internal stakeholders. Key Responsibilities: - Oversee the day-to-day needs for Major Incident Management, Network Operations Center (NOC), Advanced Resolution Team (ART), and Client Communications during designated shifts - Work closely with other departments and stakeholders to ensure seamless communication and coordination during the Major Incident lifecycle - Provide guidance, training, and support for a team of Major Incident Managers, ensuring compliance with company policies, procedures, and regulatory requirements - Assist in coordinating Major Incident responses for safe, timely, and effective resolution - Identify opportunities for process enhancements, implement best practices, and streamline Major Incident Management efficiency - Participate in 'Continual Service Improvement' initiatives to enhance the Major Incident lifecycle - Monitor systems and processes, evaluate performance reports, Major Incidents, and key metrics - Develop and deliver training programs to enhance the skills and knowledge of the Major Incident Management organization Qualifications Required: - 10+ years of experience in a command center or similar environment - 7+ years of experience with command center technologies and software such as ServiceNow, Confluence, Splunk, Dynatrace, etc. - 5+ years of experience in a supervisory or people manager role within a Command Center - Proficient in MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow - Bachelors degree in a related field or an equivalent combination of education, military, and work experience - ITIL Foundational certification (preferred) - Prior financial industry experience (preferred) -