Director Information Technology II

Calling all innovators find your future at Fiserv.

Were 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 were involved. If you want to make an impact on a global scale come make a difference at Fiserv.

Job Title

About your role:
As an App Ops Director in Issuer Solutions you will lead operations that deliver predictable high-quality customer experience for Fiserv products used by issuer clients daily. You will oversee production stability drive continuous improvement across incidents change and problem management and partner with senior leadership and cross-functional teams to improve MTTR and reduce client-impacting incidents.

What youll do:

• Lead delivery of production support and application operations for Issuer Solutions focusing on stability reliability and client experience.
• Define and enforce standardized operating procedures ITSM best practices and change management controls to improve change success and reduce incidents.
• Analyze operational and technical metrics (daily weekly monthly yearly) to identify trends and drive remediation automation and cost/risk reductions.
• Partner with engineering product and business teams to implement preventative problem management and long-term remediation plans.
• Drive automation and simplification of operational processes including runbook automation and scripted remediation.
• Participate in an on-call production support schedule and coordinate major incident response and post-incident reviews.
• Other duties as assigned to support the Issuer Solutions Organization.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience youll need to have:

• 13 years of experience in incident management and production support operations including major incident response and MTTR reduction.
• 13 years of experience in IT service management (ITSM) and ITIL frameworks including change problem and release management processes.
• 10 years of experience with monitoring observability and APM tools such as Splunk Dynatrace and Moogsoft.
• 10 years of experience designing and implementing automation and remediation scripting using Python PowerShell Ansible or similar tools.
• 8 years of experience with enterprise ITSM platforms (e.g. ServiceNow) covering incident change and problem modules.
• 8 years of experience in operational metrics KPI analysis dashboarding and reporting using Excel Power BI or Splunk searches.
• 8 years of equivalent combination of educational background related experience and/or military experience.

Experience that would be great to have:

• ITIL Foundation certification.
• Hands-on experience with Splunk Dynatrace and Moogsoft for search alerting and APM.
• Familiarity with BlueZone TPX sessions and commands.
• ServiceNow certification or extensive ServiceNow implementation experience.
• Experience driving cross-functional operational improvement and executive-level reporting.

How youll work:

• This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
• This role requires the use of a computer and audio equipment.

Travel:

• Approximately 0% travel off-site or to other office locations is expected.

Sponsorship:

• You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including but not limited to F-1 (OPT CPT STEM) H-1B H-2 or TN or any candidate requiring sponsorship now or in the future will not be considered for this role.

Benefits at Fiserv:

• Fuel Your Life program to support physical financial social and emotional well-being.
• Paid holidays and generous time away policies.
• No-cost mental health support through Employee Assistance Programs.
• Living Proof program to recognize your peers extra effort with points used for rewards.
• Eight Employee Resource Groups to foster a collaborative culture.
• Unparalleled professional growth with training development and internal mobility opportunities.
• Retirement planning and discounted shares with the Employee Stock Purchase Plan.
• Medical dental vision life and disability insurance options available day one.
• Tuition assistance and reimbursement program.
• Paid parental caregiver and military leave.

#LI-MJ1

This role is not eligible to be performed in Colorado California District of Columbia Hawaii Illinois Maryland Minnesota New Jersey New York Nevada Rhode Island or Washington.

It is unlawful to discriminate against a prospective employee due to the individuals status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

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 Equal Opportunity:

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.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process please contact. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiservs Disability Accommodation Policy for additional information.

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Fiserv does not accept resume submissions from agencies outside of existing do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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Please 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. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.