Major Incident Manager, Incident Management

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 Major Incident Manager Incident Management About Clover Every day Clover devices power the core point-of-sale and card processing systems for hundreds of thousands of merchants These elegantly designed next-generation devices are built on a cutting-edge payment services platform backed by the world s leading fintech powerhouse Fiserv Behind the scenes our robust cloud infrastructure handles processing storage and collaboration needs not just for merchants but also for application developers service providers and end customers This powerful ecosystem forms the backbone of millions of daily payment interactions enabling seamless transactions between merchants and their customers What does a successful Incident Manager do at Fiserv At Clover we support hundreds of thousands of merchants daily through our advanced point-of-sale devices and powerful cloud platform As an Incident Manager you will play a critical role in ensuring service continuity by leading the response to production incidents minimizing downtime and communicating effectively with both internal teams and executive stakeholders We re seeking experienced professionals who thrive in high-stress environments bring a proactive mindset to problem-solving and possess strong communication skills You will be the driving force behind incident resolution process improvement and stakeholder alignment Key Responsibilities Lead the response to high-impact incidents ensuring minimal disruption to our merchants and restoring services as quickly as possible Provide clear executive-level communications during incidents and maintain transparency throughout the incident lifecycle Collaborate closely with Engineering Technical Operations QA Payments Billing and Customer Support to triage document monitor and resolve customer-impacting incidents Offer operational oversight when launching new features products and expansions into new regions Identify and drive improvements in internal incident management processes and work cross-functionally to implement them What you will need to have Proven experience managing major incidents and driving them to resolution Strong track record of leading Root Cause Analysis RCA and post-incident reviews Willingness to participate in shifts and on-call rotation as part of a global incident response team A problem-solving mindset with a natural curiosity to dive deep into complex technical issues Exceptional communication skills with the ability to convey complex information to both technical and non-technical audiences including executive leadership Exhibits swift responsiveness end-to-end ownership time tracking timeline documentation and strong multitasking abilities What would be great to have Hands-on experience with monitoring and incident management tools such as Grafana Datadog JIRA ServiceNow and PagerDuty Experience automating manual operational processes Familiarity with reporting incident trends and insights to senior leadership Knowledge or certified in ITIL V3 V4 Willing to work on weekends and in off business hours 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 Our commitment to Diversity and Inclusion Fiserv is proud to be an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race color religion national origin gender gender identity sexual orientation age disability protected veteran status or any other category protected by law Note to agencies Fiserv does not accept resume submissions from agencies outside of existing agreements Please do not send resumes to Fiserv associates Fiserv is not responsible for any fees associated with unsolicited resume submissions 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 Fiserv email address