Senior Major Incident Manager at FIS: Shape the Future of Financial Technology

Are you a seasoned Major Incident Manager with a passion for ensuring the stability and resilience of critical systems? Do you thrive in a fast-paced, challenging environment where your expertise can make a real difference? If so, FIS is looking for you! As a Senior Major Incident Manager, you will play a vital role in safeguarding our clients' and company's mission-critical business requirements by providing 24x7 support and management of incidents throughout their lifecycle within a complex production environment.

Role Overview

As a Senior Major Incident Manager at FIS, you will be responsible for leading and coordinating incident response efforts during critical service disruptions. You will be the central point of contact, managing the incident war room, providing status updates to leadership, and ensuring that incidents are resolved efficiently and effectively. Your deep understanding of ITIL principles and incident management best practices will be crucial in maintaining service level agreements and minimizing the impact of incidents on our clients and business operations.

Beyond incident response, you will also be actively involved in prevention and preparation. This includes developing and maintaining incident management procedures and playbooks, ensuring incident response plans are up-to-date and tested regularly, and training team members on incident response procedures. You will analyze incident patterns to identify systemic issues, working with other teams to implement preventive measures and improve overall system stability.

A Day in the Life

Here’s a glimpse into what your typical day might look like:

• Monitoring and Triage: You start your shift by reviewing monitoring dashboards and incident queues, identifying potential issues and prioritizing them based on severity and impact.
• Incident Coordination: A major incident is declared! You immediately jump into action, convening the incident response team, initiating the bridge call, and establishing clear lines of communication.
• Problem Solving: You work collaboratively with engineers, developers, and other stakeholders to diagnose the root cause of the incident, coordinating troubleshooting efforts and ensuring that appropriate actions are taken to restore service.
• Communication: You provide regular status updates to leadership and affected business units, keeping them informed of the progress being made and any potential impact on business operations.
• Documentation: You meticulously document the incident timeline, actions taken, and lessons learned, ensuring that this information is captured for future reference and process improvement.
• Prevention: After resolving the incident, you analyze the root cause and work with other teams to implement preventive measures to avoid similar incidents in the future.
• Training & Mentoring: You share your expertise with junior team members, providing training and guidance on incident management best practices.

Why Pune and Bangalore?

Pune and Bangalore are thriving hubs for the IT and financial services industries in India. These cities offer a vibrant and dynamic environment with a highly skilled talent pool, making them ideal locations for FIS to operate and grow. By joining our team in Pune or Bangalore, you will have the opportunity to work alongside some of the brightest minds in the industry, contributing to cutting-edge projects and shaping the future of financial technology.

Furthermore, both cities offer a high quality of life with a wide range of cultural attractions, recreational activities, and educational opportunities. Whether you enjoy exploring historical sites, indulging in delicious cuisine, or participating in outdoor adventures, Pune and Bangalore have something to offer everyone.

Career Path

FIS is committed to providing its employees with opportunities for growth and advancement. As a Senior Major Incident Manager, you will have the opportunity to develop your skills and expertise through ongoing training and development programs. You can advance within the Incident Management team, taking on leadership roles with increasing responsibility. Alternatively, you can explore other areas within FIS, such as problem management, change management, or service management, leveraging your incident management experience to broaden your skill set and career horizons.

Salary and Benefits

FIS offers a competitive salary and benefits package that is designed to attract and retain top talent. Our benefits package includes:

• Competitive salary commensurate with experience
• Comprehensive health insurance
• Paid time off and holidays
• Retirement savings plan with company match
• Employee stock purchase plan
• Professional development opportunities
• Tuition reimbursement
• Wellness programs
• Employee assistance program
• Life insurance
• Disability insurance
• Flexible work arrangements

FIS Culture

At FIS, we believe that our people are our greatest asset. We foster a culture of collaboration, innovation, and respect, where everyone is empowered to contribute their best work. We are committed to creating a diverse and inclusive workplace where everyone feels valued and supported. We encourage our employees to challenge the status quo, think outside the box, and come up with innovative solutions to complex problems.

How to Apply

If you are a highly motivated and experienced Major Incident Manager with a passion for excellence, we encourage you to apply for this exciting opportunity. To apply, please submit your resume and cover letter through our online application portal. We look forward to hearing from you!

Frequently Asked Questions (FAQ)

1. What is the typical career path for a Major Incident Manager at FIS?

   The career path can lead to roles with increasing responsibility within Incident Management, or to related areas like Problem Management, Change Management or Service Management. There are also opportunities to move into leadership positions.

2. What kind of training and development opportunities are available at FIS?

   FIS provides a variety of training programs, including technical training, leadership development, and professional skills training. We also offer tuition reimbursement for employees who pursue further education.

3. What is the work-life balance like at FIS?

   FIS is committed to providing a flexible and supportive work environment that allows employees to balance their work and personal lives. We offer flexible work arrangements, such as remote work options and flexible hours.

4. What is the company culture like at FIS?

   FIS fosters a culture of collaboration, innovation, and respect. We value diversity and inclusion and encourage our employees to contribute their best work.

5. What are the key skills and qualifications for this role?

   The key skills and qualifications include experience in Major Incident Management, knowledge of ITIL principles, strong communication and analytical skills, and the ability to work under pressure.

6. What is the interview process like?

   The interview process typically involves a phone screening, followed by one or more in-person or video interviews with hiring managers and team members.

7. What are the shift timings for this role?

   This role requires working in 24/7 rotational shifts, including night shifts.

8. What is the dress code at FIS?

   The dress code at FIS is business casual.

9. What are the opportunities for international travel?

   Depending on the role and project, there may be opportunities for international travel.

10. What is FIS doing to promote diversity and inclusion?

    FIS is committed to creating a diverse and inclusive workplace. We have a variety of programs and initiatives in place to promote diversity and inclusion, such as employee resource groups and diversity training programs.