Director, Incident Managment

Fiserv, Inc. (NASDAQ: FISV), a Fortune 500 company, provides information management and electronic commerce systems and services to the financial and insurance industries. Leading services include transaction processing, outsourcing, electronic bill payment and presentment, investment management solutions, business process outsourcing (BPO), software and systems solutions. Headquartered in Brookfield, Wis., the company is the leading provider of core processing solutions for U.S. banks, credit unions and thrifts. Fiserv was ranked the largest provider of information technology services to the financial services industry worldwide in the 2004, 2005 and 2006 FinTech 100 surveys. In 2007, the company completed the acquisition of CheckFree, a leading provider of electronic commerce services. Fiserv reported nearly $4 billion in total revenue from continuing operations for 2007. For more information, please visit www.Fiserv.com Position Purpose:
This position supports the Fiserv Incident Management Process through day-to-day engagement with all facets of this program. From initial incident intake through escalation, resolution and post mortem analysis, the Director plays roles including coordinator, decision-maker, analyst and communicator while ensuring that threats to Fiserv’s operational stability, financial interests, and reputation are managed effectively according to established process.Reporting Relationships:
Reports To: VP-Resilience Programs, Enterprise Risk & Resilience (ER&R)
Peers: ER&R team, corporate department and business unit subject matter experts
Primary Working Relationships: ER&R, corporate department SMEs
Direct Reports: None
Responsibilities:
The Director of Incident Management will work under the direct supervision of the VP-Resilience Programs and in collaboration with other team members drawn from ER&R and corporate departments and business units to:1. Evaluate incoming incident reports to determine if they contain all the facts necessary to triage and escalate the incident appropriately. Where further data is needed, the Director is responsible for gathering that information swiftly. 2. Utilize sound business judgment as well as decision criteria and escalation paths contained in the Fiserv Incident Management Process to assemble the appropriate response team for each incident reported. This may involve use of an automated notification tool once a decision has been made about the way an incident will be handled.3. Coordinate and monitor the work of each incident response team to ensure that communication is timely and accurate, dependencies are identified and managed, resolution follows the established response criteria for the incident type, and additional escalation occurs as needed to ensure successful incident resolution. The Director may share this role with others, depending on the incident type, severity, and caseload. 4. Document the work of each incident response team, personally and through delegates, to ensure that a factual record of the matter is maintained.5. Maintain the factual database of all incidents, and create periodic reports that provide statistics about incident management performance and profiles of enterprise incident occurrences. 6. Participate in periodic organizational reviews of Incident Management Process effectiveness, and provide feedback about the established process to ensure that it continues to constructively evolve and adapt.7. Assist the VP-Resilience Programs with organizational communications about the Incident Management Process to ensure awareness and appropriate use of the program.8. Other duties as assigned by the VP-Resilience Programs.The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.Position Qualifications:
Education: Bachelor’s degree in a Business or Information Technology discipline is required. Job Related Experience: Minimum of 5-7 years of experience in a project management, process management, or IT event management role. .Functional Area Skills/Knowledge: Candidate must demonstrate:- Extensive knowledge of Fiserv businesses and infrastructure- Experience in a role involving repetitive execution of a complex business process - Ability to lead and coordinate the actions of persons who are not direct reports- Judgment that produces sound business decisions under time pressure- Communication skills that convey essential facts without personal, emotional or speculative overtones.- Ease working with persons from multiple disciplines including legal, technology, marketing, finance, insurance, facilities and executive management. - Organizational and project management skills that deliver timely and successful coordination of multiple simultaneous projects.

- The candidate must use Microsoft Outlook, Word, Excel and PowerPoint at an advanced proficiency level. Microsoft Access, Project and Visio skills are a plus. Ability to use the Fiserv Facets system is also highly desirable. Fiserv, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.Business Analysis,Information Technology,Project Management