Global Incident Command Leader — VP, Resilience & MTTR

FIS Management Services LLC; Jacksonville (FL); On-site; USD 180,000 - 240,000; Full time

Job summary

FIS seeks a seasoned leader to head Global Incident Management, owning major incident command and cross‑functional resilience initiatives. You will set the standard for command discipline, escalating only when needed, while driving measurable improvements across the enterprise.

You will partner with executives to report status, lessons learned, and path to green, ensuring client trust and minimal business impact during critical events. This is a founder‑level role in a Fortune 500 culture.

Qualifications

• 15+ years in incident management, technology, site reliability, or resilience leadership.
• Track record of reducing MTTR and incident recurrence.
• Experience in financial services, payments, cloud, or regulated high-availability sectors.
• Executive fluency and ability to brief at C-suite level.
• Strong command of ITIL/ITSM, SRE concepts, and post-incident RCA discipline.
• Familiarity with DORA, SEC, GDPR a plus.

Responsibilities

• Direct major incident command across all business lines with accountability for resolution.
• Own MTTR, TTN, and recurrence targets and executive KPIs.
• Evolve the operating model: roles, severity classification, escalations, hand-offs.
• Provide executive situational awareness with real-time status and post-incident narratives.
• Partner with Client Office to maintain client trust and green status during events.
• Build and lead a global team of incident commanders with strong succession planning.
• Orchestrate cross-functional collaboration among SRE, engineering, tech, and client-facing teams.
• Institute drills and post-incident reviews to shrink future incident duration.

Job description

FIS seeks a seasoned leader to head Global Incident Management, owning major incident command and cross‑functional resilience initiatives. You will set the standard for command discipline, escalating only when needed, while driving measurable improvements across the enterprise.

You will partner with executives to report status, lessons learned, and path to green, ensuring client trust and minimal business impact during critical events. This is a founder‑level role in a Fortune 500 culture.