- Company Name
- Fiserv
- Job Title
- Director Information Technology II
- Job Description
-
Job Title: Director, Information Technology II
Role Summary: Lead application operations for Issuer Solutions, ensuring high‑reliability production support, incident resolution, and continuous process improvement across a global fintech environment.
Expectations:
- 13+ years of experience in incident management and production support, including major incident response and MTTR reduction.
- 13+ years in IT service management using ITIL frameworks (change, problem, release).
- 10+ years with monitoring, observability, and APM tools (Splunk, Dynatrace, Moogsoft).
- 10+ years designing automation and remediation scripting (Python, PowerShell, Ansible).
- 8+ years with enterprise ITSM platforms (e.g., ServiceNow).
- 8+ years in metrics/KPI analysis and reporting (Excel, Power BI, Splunk dashboards).
- Valid U.S. work authorization.
Key Responsibilities:
- Deliver production support and application operations for Issuer Solutions, focusing on stability and client experience.
- Define and enforce standardized operating procedures, ITSM best practices, and change management controls to improve change success and incident reduction.
- Analyze operational and technical metrics (daily, weekly, monthly, yearly) to identify trends, drive remediation, automation, and cost/risk reductions.
- Partner with engineering, product, and business teams to implement preventative problem management and long‑term remediation plans.
- Drive automation and simplification of operational processes, including runbook automation and scripted remediation.
- Participate in on‑call production support, coordinate major incident response, and conduct post‑incident reviews.
- Perform executive‑level reporting and cross‑functional operational improvement activities.
Required Skills:
- Incident, change, problem, and release management expertise.
- ITIL framework implementation and best practices.
- Proficiency with monitoring, observability, and APM tools (Splunk, Dynatrace, Moogsoft).
- Strong scripting/automation skills (Python, PowerShell, Ansible).
- Experience with enterprise ITSM platforms (ServiceNow).
- Advanced data analysis, KPI development, and dashboarding (Excel, Power BI, Splunk).
- Leadership and stakeholder collaboration across engineering, product, and business functions.
- Strong communication, analytical, and decision‑making abilities.
Required Education & Certifications:
- Minimum of 8 years equivalent combined education, experience, and/or military service.
- ITIL Foundation certification preferred (or equivalent experience).
Wilmington, United states
On site
Senior
06-12-2025