Job Title
Major Incident Management - Advisor II
Advisor I, Major Incident Manager
•Location: Chennai
•Shift: 12 hours coverage in 2 shifts and only in Daytime [6 AM IST – 6 PM IST] [7 AM IST – 7 PM IST during day light savings]
•Grade: 11
•Job Profile Title: Incident Management – Advisor I
What does a successful Major Incident Manager II do at Fiserv?
You will lead high-pressure Major Incidents that are (or could) impact IT services, ensuring strong command and control, accurate real-time documentation, and coordinated actions that drive safe and timely service restoration. You will partner with IT Support and Business teams throughout the incident lifecycle, with a focus on P2/P3/P4 Major Incidents.
What you will do
•Provide strong command and control for Major Incidents, with frequent impact assessments and a focus on safe, timely client service restoration.
•Ensure real-time incident documentation in MIMIC (level-set and workstream tool), including fix attempts, infrastructure details (IP addresses, device names, etc.), and impact assessments (applications affected, clients impacted, impact types/amounts).
•Lead efforts for P3/P4 Major Incidents and serve as the focal point for MIMIC documentation on P1/P2 Major Incidents alongside a Major Incident Management SRT associate who drives command and control of the incident meeting.
•Perform thorough Post Incident Reviews (PIRs) for every Major Incident; ensure accurate and detailed incident synopses are provided by root cause owners and restoration teams.
•Identify opportunities/shortfalls and ensure they are documented as Problem Tasks (pTasks) for follow-up in the formal Problem Review process.
•Partner with cross-functional stakeholders to ensure consistent communication and coordination throughout the Major Incident lifecycle.
•Support process improvement and Continual Service Improvement initiatives to streamline Major Incident Management execution.
What you will need to have
•12+ years of experience working in a Major Incident Management organization with strong understanding of the Major Incident Management lifecycle.
•Strong communication and stakeholder management skills across multiple levels of the organization.
•Ability to remain calm, make decisions under pressure, and drive outcomes in a fast-paced environment.
•Strong analytical and problem-solving skills.
•Proficiency with MS Office tools (Power BI, Excel, PowerPoint, Teams) and ServiceNow.
•Proficiency with Command Center technologies and software.
What would be great to have
•ITIL Foundation certification.
•Strong working knowledge of monitoring tools (Splunk, Dynatrace, ThousandEyes, Moogsoft, etc.).
•Strong working knowledge of financial transaction processing (authorization), monetary movement processing (Funding and Settlement), and digital/branch banking flows.
•Strong understanding of core infrastructure domains (compute, network/communications, storage/data management).
Working conditions
•Flexible shift support as required, which may include nights, weekends, and holidays.
•Fast-paced, high-stress environment requiring quick thinking, critical decision making and adaptability.
