{"id":3802570,"url":"https://alion.io/job/fiserv-tech-lead-incident-management","title":"Tech Lead, Incident Management","company":{"id":2459,"name":"Fiserv","domain":"fiserv.com","url":"https://alion.io/company/fiserv","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":66,"ghost_share":0.091,"stale_share":0.258,"repost_share":0.167,"time_to_fill_p50_days":23,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Power BI","optional":false},{"name":"ServiceNow","optional":false},{"name":"Dynatrace","optional":true},{"name":"ITIL","optional":true},{"name":"Splunk","optional":true}],"status":"closed","first_seen_at":"2026-11-05T12:08:28Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T14:17:25Z","board_verified":false,"closed_at":"2026-11-06T14:17:25Z","days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Calling all innovators - find your future at Fiserv.\nWe’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.\nJob Title\nTech Lead, Incident ManagementWhat does a successful Major Incident do at Fiserv?\nYou will lead high-pressure Major Incidents that are (or could) impact IT services, ensuring strong command and control, accurate real-time documentation, and coordinated actions that drive safe and timely service restoration. You will partner with IT Support and Business teams throughout the incident lifecycle, with a focus on P2/P3/P4 Major Incidents.\nWhat you will do\nProvide strong command and control for Major Incidents, with frequent impact assessments and a focus on safe, timely client service restoration. \nEnsure real-time incident documentation in MIMIC (level-set and workstream tool), including fix attempts, infrastructure details (IP addresses, device names, etc.), and impact assessments (applications affected, clients impacted, impact types/amounts). \nLead efforts for P3/P4 Major Incidents and serve as the focal point for MIMIC documentation on P1/P2 Major Incidents alongside a Major Incident Management SRT associate who drives command and control of the incident meeting. \nPerform thorough Post Incident Reviews (PIRs) for every Major Incident; ensure accurate and detailed incident synopses are provided by root cause owners and restoration teams. \nIdentify opportunities/shortfalls and ensure they are documented as Problem Tasks (pTasks) for follow-up in the formal Problem Review process. \nPartner with cross-functional stakeholders to ensure consistent communication and coordination throughout the Major Incident lifecycle. \nSupport process improvement and Continual Service Improvement initiatives to streamline Major Incident Management execution.\nWhat you will need to have\n10+ years of experience working in a Major Incident Management organization with strong understanding of the Major Incident Management lifecycle. \nStrong communication and stakeholder management skills across multiple levels of the organization. \nAbility to remain calm, make decisions under pressure, and drive outcomes in a fast-paced environment. \nStrong analytical and problem-solving skills. \nProficiency with MS Office tools (Power BI, Excel, PowerPoint, Teams) and ServiceNow. \nProficiency with Command Center technologies and software.\nWhat would be great to have\nITIL Foundation certification. \nStrong working knowledge of monitoring tools (Splunk, Dynatrace, ThousandEyes, Moogsoft, etc.). \nStrong working knowledge of financial transaction processing (authorization), monetary movement processing (Funding and Settlement), and digital/branch banking flows. \nStrong understanding of core infrastructure domains (compute, network/communications, storage/data management).\nWorking conditions\nFlexible shift support as required, which may include nights, weekends, and holidays. \nFast-paced, high-stress environment requiring quick thinking, critical decision making and adaptability.\nThank you for considering employment with Fiserv. Please:\nApply using your legal name\nComplete the step-by-step profile and attach your resume (either is acceptable, both are preferable).\nOur commitment to Diversity and Inclusion:\nFiserv 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.\nNote to agencies:\nFiserv 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.\nWarning about fake job posts:\nPlease be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. 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