Advisor, Incident Management Workload Co-Ordinator

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Job Title

Major Incident Management Workload Coordinator 

 Location:  Chennai / Pune 

 Shift:  12*hour shifts (Day/Night rotation) 

 Grade:  12

 Job Profile Title:  Incident Management – Advisor I 

What does a successful Major Incident Management Workload Coordinator do at Fiserv? 

You will coordinate workload and resource allocation across the Major Incident Management organization to help ensure balanced coverage, timely execution, and strong service levels during Major Incidents. You will partner with Duty Managers and stakeholders to optimize prioritization, improve operational performance, and support continuous improvement.

   What you will do 

* Monitor and manage distribution of Major Incident Management tasks to maintain balanced workloads across the organization. 

* Partner with Duty Managers to support timely resolution and appropriate coverage for all Major Incidents. 

* Prioritize work and allocate/reallocate resources to address high*priority incidents and shifting operational demand. 

* Support process improvements and help coordinate implementation of best practices to increase efficiency and effectiveness. 

* Assist with KPI tracking and analysis related to Major Incident Management performance. 

* Collaborate with cross*functional stakeholders to ensure smooth coordination throughout the Major Incident lifecycle. 

* Support compliance with company*defined policies, procedures and regulatory requirements. 

* Assist in development and delivery of training to strengthen Major Incident Management skills and knowledge.

   What you will need to have 

* 5+ years of experience in a Command Center or similar environment. 

* 3+ years of experience working in Major Incident Management. 

* Strong prioritization and coordination skills in a fast*paced, high*impact environment. 

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

* Strong communication and stakeholder management skills.

   What would be great to have 

* ITIL Foundation certification. 

* Strong working knowledge of monitoring tools (Splunk, Dynatrace, ThousandEyes, Moogsoft, etc.). 

* 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 12*hour shifts (Day/Night rotation), including nights, weekends and holidays as needed. 

* Fast paced environment requiring continual prioritization, strong attention to detail, and the ability to adapt quickly.

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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