Technical Operations, FIS
ITSM Governance, Worldpay
Travel Percentage: 1 - 5%
Infrastructure and software for the fintech industry
Job no longer available
Infrastructure and software for the fintech industry
1001+ employees
Job no longer available
Travel Percentage: 1 - 5%
1001+ employees
Company mission
To help businesses and communities thrive by advancing the way the world pays, banks and invests.
Role
Who you are
- Bachelor’s Degree in computer science, business or communication or the equivalent combination of education, training, or work experience
- Considerable knowledge of incident and problem management principles, procedures and techniques
- Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL)
- Strong knowledge of issue resolution and escalation practices
- Knowledge of FIS products and services
- Broad knowledge of IT infrastructure
- Ability to apply analysis and creative thinking when solving problems and conflict
- Ability to provide acute attention to detail
- Ability to communicate effectively to all levels within the organization
- Ability to manage multiple incident tasks simultaneously
- Conflict resolution and facilitation skills
- Decision making ability within specified parameters
- Independent and collaborative decision making
- Skilled at identifying and implementing process improvements
- Ability to effectively establish and maintain relationships across the organization
- Excellent written communication skills
- Solid business acumen and an awareness of business implications of decisions
- Demonstrated skill in timely, proactive, responsive follow-through on deliverables
- Ability to organize tasks and priorities effectively and under minimal supervision
- Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions
- Typically requires a minimum of eight years related experience in production support, quality assurance, or incident management
- Expert professional role
- Highly skilled, demonstrates extensive proficiency and expert skill set
- Works independently, with a high to complete level of independent judgment
- Strong understanding of the organization, with established relationships with key technical and managerial resources
What the job involves
- 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
- Able to effectively manage all incidents with a focus on crisis management
- Compose internal communications to all levels of management while conveying the appropriate level of urgency, including executive and upper management updates
- Serves as an internal expert in directing other teams during critical incidents
- Implement and effectively leveraging incident and problem processes across data centers or business areas without prior knowledge of said processes
- Acts as a team lead on behalf of management
- Represents incident and problem processes to auditors, internal partners and external clients
Our take
FIS, founded in 1968 as Systematics, provides technology solutions for financial institutions and businesses globally. Offering a plethora of services within the space from payment management solutions to data driven insights, the company has since become the largest technology provider to the global financial industry.
The Fortune 500® company boasts over 300 payment methods in more than 125 countries across markets covering 99% of the world's GDP. In 2022, over $40 trillion was processed on their asset management technology – nearly half the world’s total and over 1.5x the GDP of the U.S.
FIS has undergone leadership changes and business cuts adding to the “reset” for the longstanding company. With the banking landscape leaning away from its traditional roots, a higher need for digital banking has led FIS to recently sell 45% of its Worldpay Merchant Solutions business. And newly appointed CEO Stephanie L. Ferris is making disruptive and innovative changes to keep the company at the forefront of its sector, it will be interesting to see how the company continues to evolve with these trying times.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Dec 2008
$8.3m
LATE VC
Jan 2008
$10m
SERIES D
Total funding: $53.3m
Company benefits
- 100 Percent Company-paid Benefits - Basic life insurance and accidental death and dismemberment (AD&D) insurance - Basic dependent life insurance - Business travel accident insurance - Employee Assistance Program (EAP) - Health Advocate service - LiveWELL well-being program
- Vacation and Sick Time: - Fifteen days of vacation time and four “floating” holidays - Five days of sick time
- Tax-free transportation programs, including: –Parking – Mass transit – Bicycle
- Adoption Assistance program
- Paid Parental Leave
- Online, in-person and classroom-based training and learning opportunities
- FIS Perks at Work – employee-only pricing at over 28,000 merchants
- Scholarship program
- Tuition assistance
- Gradifi Student Loan Refinance and Debt consolidation program
- FIS Cares – a peer-to-peer donation program
- 401(k) Plan
- Employee Stock Purchase Plan (ESPP)
- Voluntary Benefit Options: - Medical - Dental - Vision - Supplemental employee and dependent life insurance - Short and long-term disability - Health savings account (HSA) - Flexible spending accounts (FSA) - Legal insurance program - Accident insurance - Critical illness insurance - Hospital indemnity insurance - Universal life insurance - Auto/home insurance - Identity theft protection - Pet insurance - Employee purchase program
Company HQ
Brooklyn, Jacksonville, FL
Leadership
Stephanie Ferris
(CEO)Previously CFO of Worldpay and Fifth Third Bancorp. Also worked as Senior Vice President & General Manager, Merchant Bank at Vantiv.
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