About the role
What does a successful Incident Manager do at Fiserv?
At Fiserv, an Incident Manager plays a central role in protecting the availability, stability and resilience of critical services in a high-availability technology environment, with strong involvement in the payments industry. This person leads end-to-end coordination of critical incidents, connecting multiple technical teams and stakeholders to accelerate containment, recovery and safe restoration of services. They also ensure clear communication during high-severity situations, with a focus on business impact, customer experience and SLA compliance. In addition, they contribute to the continuous evolution of incident management through observability, governance, automation and responsible use of Artificial Intelligence.
What you will do
•Lead Major and Critical calls and War Rooms, coordinating Application, Infrastructure, Cloud, Network, Database, Security, Observability and other involved teams
•Act as the central coordination point during critical incidents, ensuring clarity of ownership, priorities, actions and next steps according to severity, business impact and applicable SLAs
•Perform triage and assessment of incidents, analyzing impact, severity and criticality, with special focus on service availability and impact on the business and customers
•Ensure clear, objective and frequent communication with technical, executive and business stakeholders throughout the incident lifecycle
•Conduct technical, managerial and executive escalations to accelerate diagnosis, decision-making and service restoration
•Monitor indicators, alerts, logs, metrics, traces, dashboards and performance analyses to support identification, correlation, diagnosis and resolution of incidents
•Coordinate Root Cause Analyses, Post-Incident Reviews and Post-Incident Analyses, including defining corrective and preventive actions with clear owners and deadlines, and recording lessons learned
•Contribute to continuous improvement of the incident management process, identifying recurrences and opportunities in architecture, observability, resilience, automation and Artificial Intelligence
•Monitor and validate critical changes, pre-assessing potential impacts, risks and dependencies and supporting the definition of mitigation actions to reduce risk to the business and customers
What you need to have
•Completed higher education in Information Technology, Engineering, Information Systems or related fields
•Fluent English and intermediate Spanish for conducting communications, coordinating incidents and interacting with global teams and stakeholders
•Solid experience in incident management, preferably in critical, transactional and high-availability environments
•Proven experience leading and coordinating Major Incidents, War Rooms and Crisis Calls, including interactions and escalation with senior leadership and executives
•Knowledge of the payments industry, including payment processing, mission-critical environments and transactional applications
•Knowledge of application and infrastructure observability, including monitoring, logs, metrics, traces and alerts, as well as platforms such as Dynatrace, Splunk, Grafana or equivalents
•Practical knowledge of infrastructure, networks, databases, cloud and application architecture to lead technical discussions and troubleshooting across multiple teams
•Knowledge of IT Governance, ITIL- and COBIT-based practices, risk and control, as well as experience with RCA, 5 Whys and post-incident analysis
•Ability to work under pressure, managing technical and business impact, SLAs, communication, priorities and escalation
•Knowledge and use of Artificial Intelligence, including Generative AI, to support analysis, correlation, documentation and investigation of incidents
Nice to have
•ITIL 4 Foundation certification or higher
•Knowledge of COBIT, internal controls and governance, risk and control practices
•Experience with Dynatrace, Splunk, Grafana or equivalent platforms
•Experience with resilience, Disaster Recovery, Business Continuity and mission-critical platforms
•Experience with Artificial Intelligence and Generative AI applied to incident analysis, documentation, summarization and investigation
Benefits
•Food or meal voucher (no payroll deduction)
•Transportation voucher / Flash Mobility Card
•Medical assistance without co-participation for the employee
•Dental assistance
•Life insurance
•Private pension plan
•Daycare assistance
•Bonus/profit sharing (PLR)
•Total Pass
•Birthday day off
•Partnerships with various educational institutions
•Internal program to recognize and reward associates' contributions and achievements aligned with Fiserv Values (points convertible into rewards)
•Wellness program with initiatives for mental, physical and financial health of associates
