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Job Title

Director, IT Services Management

About Your Role

As a Command Center Leader of the FICC (Fiserv Incident Command Center), you will be responsible for overseeing the day-to-day operations which includes monitoring incoming Major Incidents, identifying any correlation to a larger, wider impacting infrastructure issue and ensuring appropriate priority and escalation of potential larger scale issues. Additionally, the Duty Manager will be responsible for engaging in high-pressure situations,



particularly during emergencies or P1/P2 Major Incidents as well as being responsible for ensuring accurate and timely communication are being provided to Sr Leaders and Fiserv internal stakeholders.

What you’ll do:
- Oversee the day-to-day needs for Major Incident Management, Network Operations Center (NOC), Advanced Resolution Team (ART) and Client Communications during designated shifts
- Work closely with other departments and stakeholders to ensure seamless communication as well as appropriate coordination occur during the Major Incident lifecycle
- Provide guidance, training, and support for a team of Major Incident Managers while ensuring Key Performance Indicators (KPIs) are being met while ensuring they are complying with company defined policies, procedures, and regulatory requirements
- Assist with the coordination of Major Incident responses to ensure a protected, timely and effective resolution
- Assist with the identification of opportunities for proce

📌 Director, IT Services Management (Chennai)
🏢 Fiserv Solutions
📍 Chennai