Director, Incident Management

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Job Title

Director, Incident Management

What does a successful Command Center Leader do at Fiserv? 

You will lead Command Center operations and provide oversight for Major Incident Management, ensuring strong command and control, timely escalations, and clear communications during high-impact incidents. You will partner closely with technology and business stakeholders to drive consistent execution, continuous improvement, and high-quality client outcomes.

  What you will do 

- Lead day-to-day Command Center operations across Major Incident Management, NOC, ART, and Client Communications during assigned shifts. 

- Provide leadership during P1/P2 Major Incidents, ensuring appropriate prioritization, escalation, stakeholder engagement, and safe service restoration. 

- Manage, coach, and develop a team of Major Incident Managers; provide guidance, feedback, and performance support. 

- Drive consistent process execution across the Major Incident lifecycle, including communications, documentation, and post-incident follow-ups. 

- Participate in Continual Service Improvement initiatives; support requirements gathering, testing, and rollout of enhancements. 

- Monitor operational performance and key metrics; identify trends and opportunities to improve efficiency and effectiveness. 

- Ensure adherence to company policies, procedures, and regulatory requirements. 

- Support training and development programs that strengthen Command Center capabilities.

  What you will need to have 

- 5+ years of experience in a Command Center or similar environment, including 2+ years in a supervisory role. 

- 5+ years of experience in Service Management. 

- 5+ years of people management experience. 

- Strong leadership, communication, and stakeholder management skills. 

- Ability to remain calm and make decisions under pressure in a fast-paced environment. 

- Proficiency with Command Center technologies and software. 

- Proficiency with MS Office tools (Power BI, Excel, PowerPoint, Teams) and ServiceNow.

  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 

- Ability to work I rotational shifts including weekends and holidays as needed. 

- Fast-paced, high-stress environment requiring quick thinking, critical decision making and adaptability.

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.

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