Executive Global Incident Leader

Fidelity Information Services, LLC; Jacksonville (FL); On-site; USD 180,000 - 280,000; Full time

Job summary

FIS seeks a seasoned leader to head Global Incident Management, owning major incident command, coordinating across all business lines, and driving enterprise-wide resilience. You will set the operating model, ensure rapid resolution, and deliver executive-ready narratives during live events.

You will champion continuous improvement, measure MTTR and recurrence, and build a high-performing global team with strong cross-functional collaboration and clear escalation practices.

Qualifications

• 15+ years in incident management, technology, site reliability, or resilience leadership.
• Track record of reducing MTTR and incident recurrence in 24x7 environments.
• Executive fluency; able to brief the C-suite with business impact and clear asks.

Responsibilities

• Direct major incident command across all business lines with accountability for resolution.
• Own MTTR, TTN, recurrence targets; establish KPIs and executive reporting cadence.
• Evolve command roles, escalation paths, and hand-offs for consistent execution.
• Provide real-time status and post-incident narratives to C-suite stakeholders.
• Partner with Client Office to maintain client trust and transparent communication.
• Build and lead a global team of incident commanders with depth and succession.
• Orchestrate cross-functional teams to engage resources quickly at the right severity.
• Run drills and reviews to continuously improve playbooks and reduce future impact.

Skills

Incident command

MTTR reduction

Executive communication

Stakeholder management

C-suite briefing

Leadership

People management

Resilience framework

SRE concepts

Post-incident RCA

Education

Bachelor’s degree or equivalent

Job description

FIS seeks a seasoned leader to head Global Incident Management, owning major incident command, coordinating across all business lines, and driving enterprise-wide resilience. You will set the operating model, ensure rapid resolution, and deliver executive-ready narratives during live events.

You will champion continuous improvement, measure MTTR and recurrence, and build a high-performing global team with strong cross-functional collaboration and clear escalation practices.