Responsible for ensuring the highest level of command and control are being performed for all Major Incidents
Utilize Fiserv’s home build MIMIC tool (Major Incident Management Information and Collaboration)
Ensure relative information is being captured and documented real-time into our Level Set and Workstream tool (MIMIC)
Perform thorough Post Incident Review of every Major Incident worked
Work closely with other departments and stakeholders for seamless communication during the Major Incident lifecycle
Assist with the identification of process enhancement opportunities to improve Major Incident Management efficiency

Minimum of 4+ years of experience working in a Major Incident Management organization
Proficiency in Command Center technologies and software
Proficient in working with MS Office Tools (Power BI, Excel, Power Point, Teams) and ServiceNow
5+ years of an equivalent combination of educational background, related experience, and/or military experience
ITIL Foundational certification (preferred)
Strong working knowledge of monetary movement processing functionality and flow (aka “Funding and Settlement”)
Strong working knowledge of Command Center monitoring tools (i.e. Splunk, Dynatrace, ThousandEyes, Moogsoft, etc)
Experience understanding of three primary areas of IT infrastructure: Computing platforms, Networking and communications, Data storage and management

Major Incident Manager

Key skills