Vice President, Global Incident Management

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

Job Description THE OPPORTUNITY FIS unlocks the technology that underpins the world’s financial system. More than 40 billion transactions a year, across 75-plus countries, run on platforms our clients trust to never stop. When something does go wrong, the world’s largest financial institutions look to one leader to take command, restore service, and protect that trust. The Vice President of Global Incident Management leads our top-of-the-house incident management organization that resolves our most challenging incidents. You will own how FIS coordinates, and resolves major technical, cyber, and life-safety events across all business lines. You will have accountability when severity is highest and visibility reaches the C-Suite. And you will build the operating model, the command discipline, and the team that make FIS the industry standard for resilience. If you are energized by high-stakes command, obsessed with mean-time-to-resolve, and driven to turn every incident into durable enterprise-wide improvement, this is the seat.

WHAT YOU WILL OWN

• 1. Major incident command. Direct critical incident response across all business lines as the single point of accountability for coordinated resolution, stakeholder alignment, and time-to-restore.
• 2. Measurable resilience gains. Own the MTTR, TTN, and recurrence targets, and the KPIs and reporting cadence that prove year-over-year improvement to executive leadership.
• 3. The operating model. Evolve and enforce command roles, severity classification, escalation paths, and hand‑offs so execution is consistent and accountability is unmistakable during live events.
• 4. Executive situational awareness. Deliver real‑time status, decisions and asks, and post‑incident narratives that give the C‑suite a clear, credible view of impact and trajectory.
• 5. Client trust under fire. Partner with the Client Office so affected clients receive timely, accurate communication and a visible path to green throughout an event.
• 6. A world‑class team. Build, develop, and lead a global team of incident commanders and future leaders, with coverage, rotation, and succession depth built to scale.
• 7. Cross‑functional orchestration. Mobilize SRE, engineering, technology, and client‑facing field teams so the right resources engage at the right severity, fast.
• 8. A culture of continuous improvement. Run drills and tabletops, inspect past and present execution with rigor, and sharpen playbooks so every event makes the next one shorter.

WHAT YOU WILL BRING

[15]+ years in incident management, technology, site reliability, or resilience leadership, including significant time leading major incident command at enterprise scale. A track record of measurably reducing MTTR and incident recurrence in complex, mission‑critical, 24x7 environments. Financial services, payments, cloud, or other regulated high‑availability sectors strongly preferred. Bachelor’s degree or a skills‑based equivalent Command presence. You are the calm center when systems are down, executives are watching, and clients are exposed. Executive fluency. You brief and influence at the C‑suite level, translating technical reality into business impact and clear asks without losing precision. A builder, not a caretaker. You have stood up or transformed an incident or resilience function, not only operated one that already existed. Deep command of modern resilience practice. ITIL and ITSM, SRE principles, severity and escalation design, and post‑incident and RCA discipline. Familiarity with operational resilience expectations such as DORA, SEC, and GDPR is a plus. Genuine passion for client trust. You treat every incident as a moment to protect, and rebuild, the client relationship, not a ticket to close.

WHY THIS ROLE

Mandate and authority. You are the single point of accountability for our global incident command framework, with the mandate to set the standard and the visibility to match. Scale that matters. Your decisions help protect the systems the global financial system runs on. Build, do not inherit. Shape the operating model, the team, and the culture. This is a founder’s seat inside a Fortune 500. Executive proximity. This role operates at C‑suite adjacency, with your work regularly in front of the CEO and senior leadership.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test.

ADA Disclaimer

ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case‑by‑case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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