Problem Manager, Senior

What does a Problem Manager do at Fiserv?You will have a broad IT background who is detail-oriented but can also see the "big picture" from an enterprise and ITIL framework standpoint. You will be responsible for scheduling and running problem management review calls with application leadership, product owners, client communications, development and AppOps Teams. You will be responsible for managing the lifecycle of all problems using defined risk-based analysis to ensure minimal disruption to IT systems and business processes. Problem Management follows the ITIL framework. You will be responsible for ITIL Problem management knowledge transfer to onshore and offshore production Control teams, establishing Problem reporting dashboards in ServiceNow, governance of technical SWAT Teams and hands-on problem management. You will provide weekly audits of problems SLAs and KPI reporting for proper problem closure. You will have accountability for reviewing and engaging required technology teams to provide all required information to close open Problem Records.What will you do –Facilitate Card Services Problem Review Board (PRB) meetings and real-time decision-making.

Ensure all identified workaround, root cause analysis, and remediation processes are documented and published to appropriate teams.

Champion the investigation, discovery, analysis, testing, implementation, and documentation of problems in partnership with Functional/Technical/Business Leads to assure timely, accurate, and holistic resolution of the issues.

Ensure participation across functional groups, issue meeting summaries, and update problem records with decisions resulting from the review meeting.

Ensure that problem records meet all requirements to increase success factors and reduce the risk and recurrence of incidents that impact service quality.

Formalize and enhance IT problem framework (process and procedures), and deliver an ongoing training program for IT staff, business system owners, and business stakeholders.

Deploy and maintain IT processes to effectively support IT problem management.

Monitor and evaluate IT execution to proactively identify opportunities for problem management to prevent incidents from occurring and drive service quality and availability.

Own evidence-based metrics to demonstrate process effectiveness and make transparent controls.

Maintain the known error database and appropriate knowledge base entries related to problem management.

Analyze and categorize problem records to determine the type of investigation, escalation, and/or remediation needed.

Perform trend analysis of business-critical services and historical events to identify trends and proactive opportunities.

Oversee best practices in establishing and maintaining IT controls. (e.g., source code control, IT training, risk identification and mitigation)

Ensure communication of problem records, findings, and remediation plans to business stakeholders on behalf of the IT function.

Ensure regulatory compliance is maintained across problem management processes, including monitoring and reporting.

Develop process flow diagrams to support standard operating procedures. Responsible for key program management activities, milestones, and customer deliverables

What will you need to have –Bachelor’s degree in Computer Science, Engineering, Information Technology, or equivalent experience

ITIL foundation certification

Minimum of 5 years’ hands-on experience with ITIL Problem Management framework implemented with ServiceNow.

Technical background and strong understanding of various technologies like Java tech stack, Linux OS, SAN Storage, Oracle, Microsoft SQL, Azure Cloud

What would be nice to have:Experience working in the Financial Industry (Banking, Credit Unions, Debit Card, Credit Card, Electronic Funds Transfer)

ServiceNow Dashboard Creation and Maintenance

Experience with Splunk

Experience with PowerBI

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