Position Type : Full timeType Of Hire : Experienced (relevant combo of work and education)Education Desired : Bachelor's DegreeTravel Percentage : 0%Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.What You Will Bring:Must have skills/tools/experience: Knowledge and work experience in ITIL, specifically in Incident and Problem Management processes. Call leadership skills. Problem and Decision Making skills. Good written and verbal communication skills.Nice to have skills/tools/experience: ITIL V4 certification. Knowledgeable in ServiceNow ticketing tool.At least 5 years relevant experience in Incident and Problem ManagementMust be willing to work on a Hybrid setup (up to twice a week). Office location is at Ecoplaza Bldg, Makati City (near Magallanes MRT Station, EDSA)Must be willing to work on a 4x11 rotating shift; Could have on-call responsibilities, depending on business requirement. Core business hours – 8AM to 5PM CST.Non-Bachelor's Degree holders and College Undergraduates with relevant experiences are welcome to applyStrong knowledge of issue resolution and escalation practicesKnowledge of FIS products and servicesBroad knowledge of IT infrastructureAbility to apply analysis and creative thinking when solving problems and conflictAbility to provide acute attention to detailAbility to communicate effectively to all levels within the organizationAbility to manage multiple incident tasks simultaneouslyConflict resolution and facilitation skillsDecision making ability within specified parametersIndependent and collaborative decision makingSkilled at identifying and implementing process improvementsAbility to effectively establish and maintain relationships across the organizationSolid business acumen and an awareness of business implications of decisionsDemonstrated skill in timely, proactive, responsive follow-through on deliverablesAbility to organize tasks and priorities effectively and under minimal supervisionProven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditionsWhat You Will Be Doing:Manages global incidents across multiple data center environments to protect production systems critical to business success.Ensures contractual service level agreements are met in support of client and company mission-critical business requirements.Works across a wide array of product lines and engages various levels of management on a day to day basis.Develops, coordinates and promotes incident and problem management activities across the entire enterprise and takes responsibility for effective functioning of these processes across organization.Provides immediate response and coordination aimed at minimizing the duration of service interruptions.Makes decisions regarding real-time incident resolution activities and selecting client situations for executive & management escalation updates.Acts as a liaison between the business and technology teams for high severity incidents (priority 1 and 2 spanning across the entire enterprise and escalates as appropriate.Maintains trend data and metrics related to incidents and problems for clients and executive reporting.Recommends and documents departmental standards and procedures.Consults with other teams on proper integration and correlation of the incident and problem management process and their respective areas.Ensures effective and rapid response to major incidents.Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process.Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by business and technology needs.Compiles the enterprise post incident report and works with various teams in root cause analysis process to determine cause of incident.Other related duties assigned as needed.What We Offer:A competitive salary and benefitsGreat workspaces with dedicated and motivated colleaguesA variety of career development tools, resources & opportunities#LI-JO1Privacy StatementFIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the .Sourcing ModelRecruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.#pridepass
