FIS · 1 month ago
Enterprise Incident & Problem Management Analyst
PHL MANI 2305
Full-time
Onsite
Mid LevelFIS is a global leader in financial services technology, and they are seeking an Enterprise Incident & Problem Management Analyst. This role involves managing global incidents across multiple data centers, ensuring service level agreements are met, and coordinating incident management activities across the enterprise.
BankingFinancial ServicesFinTechPayments
Responsibilities
Manages global incidents across multiple data center environments to protect production systems critical to business success
Ensures contractual service level agreements are met in support of client and company mission-critical business requirements
Works across a wide array of product lines and engages various levels of management on a day to day basis
Develops, coordinates and promotes incident and problem management activities across the entire enterprise and takes responsibility for effective functioning of these processes across organization
Provides immediate response and coordination aimed at minimizing the duration of service interruptions
Makes decisions regarding real-time incident resolution activities and selecting client situations for executive & management escalation updates
Acts as a liaison between the business and technology teams for high severity incidents (priority 1 and 2 spanning across the entire enterprise and escalates as appropriate
Maintains trend data and metrics related to incidents and problems for clients and executive reporting
Recommends and documents departmental standards and procedures
Consults with other teams on proper integration and correlation of the incident and problem management process and their respective areas
Ensures effective and rapid response to major incidents
Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process
Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by business and technology needs
Compiles the enterprise post incident report and works with various teams in root cause analysis process to determine cause of incident
Other related duties assigned as needed
Qualification
Required
Bachelor's Degree in computer science, business or communication or the equivalent combination of education, training, or work experience
Considerable knowledge of incident and problem management principles, procedures and techniques
Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL
Strong knowledge of issue resolution and escalation practices
Knowledge of FIS products and services
Broad knowledge of IT infrastructure
Ability to apply analysis and creative thinking when solving problems and conflict
Ability to provide acute attention to detail
Ability to communicate effectively to all levels within the organization
Ability to manage multiple incident tasks simultaneously
Conflict resolution and facilitation skills
Decision making ability within specified parameters
Independent and collaborative decision making
Skilled at identifying and implementing process improvements
Ability to effectively establish and maintain relationships across the organization
Excellent written communication skills
Solid business acumen and an awareness of business implications of decisions
Demonstrated skill in timely, proactive, responsive follow-through on deliverables
Ability to organize tasks and priorities effectively and under minimal supervision
Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions
Company
FIS
FIS is a fintech firm that provides advance integrated banking, wealth management, risk and compliance, and other solutions.
Founded in 1968
10001+ employees
H1B Sponsorship
FIS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Public CompanyTotal Funding
$10.5BKey Investors
Goldman Sachs
2025-05-01Post Ipo Debt· $8B
2022-07-06Post Ipo Debt· $2.5B
2018-05-22Post Ipo Equity
Leadership Team
Douglas McAllister
CEO - Ventures / FIS AutoSuite VBO/BPO Operations
Stephanie Ferris
CEO and President
Recent News
2026-01-09
2026-01-09
2026-01-08
Company data provided by crunchbase