Digital Client Experience Incident Response Advisor

Company: Fiserv
Location: Marietta
Posted on: February 19, 2021

Job Description:

What does a great Digital Client Experience Incident Response Advisor do? In this role you will be a lead in the - Digital Platform Operations/Digital Client Experience and lead a 24x7 Tier 1 Incident Response Team accountable for restoration of service for multiple digital entry points in a complex global environment. This requires experience in a matrixed support environment working with infrastructure engineering, network engineering, incident management, cyber security and multiple Tier 2 and Tier 3 iCTO and CIO support organizations. You will be leading accountable for the 24x7 Tier 1 Incident Response Team (IRT) supporting multiple digital channel entry points. As a Digital Client Experience Incident Response Advisor, you can look forward to:

• Work on a global matrixed team using AI technology to restore service, using escalation to Tier 2 as a last resort for complex events or issues with major scope of impact.
• Using your expertise to discover existing documentation across multiple complex business lines in a large organization with a history of multiple merger and acquisitions and multiple support processes.
• Utilizing your knowledge to disparate knowledge repositories into a single system and build a training program for a global 24x7 staff.
• Migrating business processes from a ticket based work queue into a single observability platform/artificial intelligence technology to collaborate in situational response to events vs. disparate work streams.
• Transforming siloed work streams of similar technologies into a single work flow using technology and automation to restore service with skilled associates vs. dedicated technology support engineers.
• Negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
• Participating in establishing team/functional strategic plans and objectives.
• Working with onshore & offshore teams.
• Coordinating and leading complex tactical activity to restore service across multiple technologies (firewall, load balancer, web layer, application layer, database layer and core systems).
• Achieving goals and deliverables through management of multiple projects, programs, associates and vendors
• Working on moderate to complex issues where analysis of situations or data requires an in-depth knowledge of the Function/BU/Fiserv.
• Participating in development of methods, techniques and evaluation criteria for projects, programs, and people.
• Communicating internally and externally to all levels of management, agencies and customers
• Staffing and managing performance for a team through performance reviews, employee feedback and managing 24x7 global schedules.
• Frequently interacting with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other business units, or customers and the company.
• Providing input for objectives for assigned area are defined by upper management. Latitude to make decisions to achieve defined goals. Failure to achieve objectives will have impact to own department or functional area and may impact the short-term goals of the organization Basic Qualifications for Consideration
  • Demonstrated leadership in transitioning a team to new ticketing, monitoring and support technology
  • Skilled in using Business Intelligence (BI) to monitor activity and performance
  • Experience with On Line Banking, Mobile applications (both Apple & Android)
  • Experience with using Splunk, ServiceNow and monitoring tools such as MoogSoft, AppDynamics, Dynatrace, Foglight, ExtraHop or equivalent technology
  • Experience in leading with a focus on developing capabilities and driving improvements in the business.
  • 4-7years equivalent work experience or related and/or military experience.
  • Bachelor's degree in Computer Science or related field or equivalent work/military experience.Learn more about Fiserv: Life moves fast. And as it does, we know most people aren't thinking about "financial services" But we are. We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely. We're Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company's approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought. Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE--- 500 company and one of FORTUNE Magazine World's Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation. Explore the possibilities of a career with Fiserv and Find Your Forward with us. We welcome and encourage diversity in our workforce. Fiserv is an equal opportunity employer/disability/vet

Keywords: Fiserv, Marietta , Digital Client Experience Incident Response Advisor, Other , Marietta, Georgia