Advisor, Incident Management

Key Responsibilities

• Lead the response to high-impact incidents, ensuring minimal disruption to our merchants and restoring services as quickly as possible.
• Provide clear, executive-level communications during incidents and maintain transparency throughout the incident lifecycle.
• Collaborate closely with Engineering, Technical Operations, QA, Payments, Billing, and Customer Support to triage, document, monitor, and resolve customer-impacting incidents.
• Offer operational oversight when launching new features, products, and expansions into new regions.
• Identify and drive improvements in internal incident management processes and work cross-functionally to implement them.

What you will need to have:

• Proven experience managing major incidents and driving them to resolution.
• Strong track record of leading Root Cause Analysis (RCA) and post-incident reviews.
• Willingness to participate in shifts and on-call rotation as part of a global incident response team.
• A problem-solving mindset with a natural curiosity to dive deep into complex technical issues.
• Exceptional communication skills, with the ability to convey complex information to both technical and non-technical audiences, including executive leadership.
• Exhibits swift responsiveness, end-to-end ownership, time tracking, timeline documentation, and strong multitasking abilities.

What would be great to have:

• Hands-on experience with monitoring and incident management tools such as Grafana, Datadog, JIRA, ServiceNow, and PagerDuty.
• Experience automating manual operational processes.
• Familiarity with reporting incident trends and insights to senior leadership.
• Knowledge or certified in ITIL V3, V4

Willing to work on weekends and in off business hours

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

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.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.