Production Support

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

Role Summary:

This role is to perform the communication channel between client and internal business areas with the IT teams covering the following:

• Incident and Problem Management – communication channel across all technical and business teams, as well as direct client facing support as required. Including being part of the on call out of hours management support rota.

• Client Communications – improve and support client communication for production support across monthly client steering meetings, client escalations, RCA reviews and change / release communications.
• Change and Release Management – review and provide input to production change and release approvals across all technology teams (application, infrastructure and network)

Role Detail:

Key tasks

• Evaluation of Service impact to prioritize issues for resolution
• Provide an interface across all GBS Domains for Production facing issues
• Act as a single channel for tracking Production issues to closure
• Defining root cause of issues and track actions to remediate
• Attending Client meetings to evidence incident resolution
• Provide graphical trends for continuous incident improvement

Experience

• Knowledge of Merchant Acquiring card payment transaction processing covering authorisations, clearing and settlement, dispute management and information services to merchants
• Awareness of IT solutions to deliver Merchant platform service to our clients
• Analytical mind set for problem resolution
• Business view required to understand client and business impact
• Ability to clearly articulate technical terms for clients to comprehend
• Ability to delve into Root Cause of issues to avoid repeat
• Strong communication skills being assertive and push for resolution
• Ability to handle stressful situations
• Supporting 24/7 on call for Major Incidents
• Knowledge of ServiceNow for Incident, Problem and Change management
• Knowledge of JIRA – for Development tracking  
• Familiarity of ITIL framework
• Familiarity of Excel Spreadsheet and generation of graphs
• Familiarity to generate Powerpoint Presentations 

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 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. 

Note to agencies:

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

Warning about fake job posts:

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.