Major Incident Management SRT

Major Incident Management SRT

We are seeking a highly skilled, detail-oriented, and motivated Major Incident Management SRT (Senior Response Team) associate to join the FICC (Fiserv Incident Command Center). This candidate will lead Major Incident Management under high-pressure circumstances, ensuring timely and safe service restoration to minimize impact for our clients during emergencies or P1/P2 Major Incidents.

• Command & Control:
  Ensure the highest level of command and control for all Major Incidents, with emphasis on frequent impact assessment and rapid, safe service restoration.
• MIMIC (Major Incident Management Information and Collaboration) Tool:
  Capture and document real-time information—including fix actions, infrastructure details, and impact assessments—into the Level Set and Workstream tool (MIMIC).
• Post Incident Reviews (PIRs):
  Perform thorough reviews for every Major Incident worked, ensuring accurate and detailed root‑cause synopses and identifying opportunities or shortfalls for follow‑up as Problem Tasks (pTasks).
• Collaboration:
  
  Coordinate with other departments and stakeholders to maintain seamless communication throughout the Major Incident lifecycle.
• Process Improvement:
  Identify and coordinate the implementation of best practices to boost Major Incident Management efficiency and effectiveness.
• Continual Service Improvement:
  Participate in initiatives that streamline the Major Incident lifecycle, including requirement gathering and testing.
• Coaching & Training:
  Mentor less experienced Major Incident Managers during incidents, providing real‑time guidance.
• Compliance:
  Ensure FICC personnel comply with company policies, procedures, and regulatory requirements.

• Minimum 6 years in a Command Center or similar environment, with at least 3 years managing high‑impact Major Incidents.
• Minimum 3 years in Service Management.
• Minimum 3 years communicating directly (both written and verbal) with C‑level associates.
• Proficiency with Command Center technologies and software.
• Proficient with MS Office Tools (Power BI, Excel, Power Point, Teams) and Service Now.
• 8+ years of an equivalent combination of education, relevant experience, and/or military experience.

• Experience with the Atlassian Suite, App Dynamics, and Service Now.
• ITIL Foundational certification.
• Strong knowledge of monetary movement processing (Funding and Settlement).
• Strong knowledge of Command Center monitoring tools (e.g., Splunk, Dynatrace, Thousand Eyes, Moogsoft).
• Strong knowledge of three primary IT infrastructure areas:
  Computing platforms, Networking and communications, and Data storage.

• Shift Work:
  Ability to work 12‑hour shifts, including nights, weekends, and holidays.
• On‑site position requiring in‑person collaboration for effective onboarding and productivity.
• Full‑time, direct‑hire role; no contract options for unsolicited agency submissions.
• Providing rotating On‑Call support as needed for high‑impact P1/P2 Major Incidents.
• Requires use of a computer and audio equipment.

• To be considered, you must be a US Citizen due to contractual obligations.

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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.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact  Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.