Job Specifications
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
Director Information Technology II
About Your Role
As an App Ops Director in Issuer Solutions, you will lead operations that deliver predictable, high-quality customer experience for Fiserv products used by issuer clients daily. You will oversee production stability, drive continuous improvement across incidents, change and problem management, and partner with senior leadership and cross-functional teams to improve MTTR and reduce client-impacting incidents.
What You’ll Do
Lead delivery of production support and application operations for Issuer Solutions, focusing on stability, reliability, and client experience.
Define and enforce standardized operating procedures, ITSM best practices, and change management controls to improve change success and reduce incidents.
Analyze operational and technical metrics (daily, weekly, monthly, yearly) to identify trends and 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 an on-call production support schedule and coordinate major incident response and post-incident reviews.
Other duties as assigned to support the Issuer Solutions Organization.
Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience You’ll Need To Have
13+ years of experience in incident management and production support operations, including major incident response and MTTR reduction.
13+ years of experience in IT service management (ITSM) and ITIL frameworks, including change, problem, and release management processes.
10+ years of experience with monitoring, observability, and APM tools such as Splunk, Dynatrace, and Moogsoft.
10+ years of experience designing and implementing automation and remediation scripting using Python, PowerShell, Ansible, or similar tools.
8+ years of experience with enterprise ITSM platforms (e.g., ServiceNow) covering incident, change, and problem modules.
8+ years of experience in operational metrics, KPI analysis, dashboarding and reporting using Excel, Power BI, or Splunk searches.
8+ years of equivalent combination of educational background, related experience, and/or military experience.
Experience That Would Be Great To Have
ITIL Foundation certification.
Hands-on experience with Splunk, Dynatrace, and Moogsoft for search, alerting, and APM.
Familiarity with BlueZone TPX sessions and commands.
ServiceNow certification or extensive ServiceNow implementation experience.
Experience driving cross-functional operational improvement and executive-level reporting.
How You’ll Work
This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
This role requires the use of a computer and audio equipment.
Travel
Approximately 0% travel off-site or to other office locations is expected.
Sponsorship
You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
Benefits At Fiserv
Fuel Your Life program to support physical, financial, social, and emotional well-being.
Paid holidays and generous time away policies.
No-cost mental health support through Employee Assistance Programs.
Living Proof program to recognize your peers’ extra effort with points used for rewards.
Eight Employee Resource Groups to foster a collaborative culture.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Retirement planning and discounted shares with the Employee Stock Purchase Plan.
Medical, dental, vision, life, and disability insurance options available day one.
Tuition assistance and reimbursement program.
Paid parental, caregiver, and military leave.
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.
It is unlawful to discriminate against a prospectiv