Major Incident Manager

Fiserv India Pvt Ltd; Chennai; On-site; INR 3,500,000 - 6,500,000; Full time

Job summary

Fiserv India Pvt Ltd. is seeking a Tech Lead, Incident Management to lead high-pressure Major Incidents, ensuring command and control, real-time documentation, and coordinated actions for timely service restoration. You will partner with IT Support and Business teams throughout the lifecycle.

The role requires 10+ years in Major Incident Management, strong communication, and proficiency with ServiceNow and monitoring tools. Flexible shift support may be required in a fast-paced environment.

Qualifications

• 10+ years of experience in Major Incident Management.
• Strong communication and stakeholder management across multiple levels.
• Ability to remain calm, make decisions under pressure, and drive outcomes.
• Strong analytical and problem-solving skills.
• Proficiency with MS Office tools (Power BI, Excel, PowerPoint, Teams) and ServiceNow.
• Proficiency with Command Center technologies and software.
• ITIL Foundation certification.
• Strong working knowledge of monitoring tools (Splunk, Dynatrace, ThousandEyes, Moogsoft).
• Strong working knowledge of financial transaction processing and digital banking flows.

Responsibilities

• Provide strong command and control for Major Incidents with impact assessments.
• Ensure real-time incident documentation in MIMIC with infrastructure details and impact.
• Lead efforts for P3/P4 Major Incidents and coordinate with SRT associates.
• Perform thorough Post Incident Reviews with root cause owners and restoration teams.
• Identify opportunities and document as pTasks for Problem Review follow-up.
• Partner with cross-functional stakeholders for consistent communication.
• Support continual service improvement initiatives.

Skills

Leadership

Communication

Stakeholder mgmt

Decision-making

Analytical thinking

Education

ITIL Foundation

Tools

ServiceNow

Splunk

Dynatrace

ThousandEyes

Moogsoft

Power BI

Job description

Tech Lead, Incident Management

Calling all innovators - find your future at Fiserv. We'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.

Job Title Tech Lead, Incident Management

What does a successful Major Incident do at Fiserv?

You 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.

What you will do

• Provide strong command and control for Major Incidents, with frequent impact assessments and a focus on safe, timely client service restoration.
• Ensure 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).
• Lead 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.
• Perform thorough Post Incident Reviews (PIRs) for every Major Incident; ensure accurate and detailed incident synopses are provided by root cause owners and restoration teams.
• Identify opportunities/shortfalls and ensure they are documented as Problem Tasks (pTasks) for follow-up in the formal Problem Review process.
• Partner with cross-functional stakeholders to ensure consistent communication and coordination throughout the Major Incident lifecycle.
• Support process improvement and Continual Service Improvement initiatives to streamline Major Incident Management execution.

What you will need to have

• 10+ years of experience working in a Major Incident Management organization with strong understanding of the Major Incident Management lifecycle.
• Strong communication and stakeholder management skills across multiple levels of the organization.
• Ability to remain calm, make decisions under pressure, and drive outcomes in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Proficiency with MS Office tools (Power BI, Excel, PowerPoint, Teams) and ServiceNow.
• Proficiency with Command Center technologies and software.
• ITIL Foundation certification.
• Strong working knowledge of monitoring tools (Splunk, Dynatrace, ThousandEyes, Moogsoft, etc.).
• Strong 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

Flexible shift support as required, which may include nights, weekends, and holidays. Fast-paced, high-stress environment requiring quick thinking, critical decision making and adaptability.

Thank you for considering employment with Fiserv.

Experience Level

Senior Level

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.