Director, Digital Platform Operations

Company: Fiserv Inc
Location: Marietta
Posted on: February 22, 2021

Job Description:

You deserve to do what you love, and love what you do - a career that works as hard for you as you do. At Fiserv, we are 44,000, #FISVProud innovators, delivering superior value for our clients through leading technology, targeted innovation and excellence in everything we do. You have choices - if you strive to be a part of a team driven to create with purpose, now is your chance to Find your Forward with Fiserv. Apply today to join a company named a FORTUNE World's Most Admired Companies-- for the eighth consecutive year. Success Profile Every candidate has their strengths, and at Fiserv, we want to match you to a career that allows you to put your best foot forward. Do you have the competencies outlined below? If so, you might be an excellent candidate to Find Your Forward at Fiserv. 9

• Courageous 7 10
  • Strategic 8
    • Trustworthy 9 7 10
      • Motivational
      • Socially Conscious
      • Results Driven
      • Productive
      • Focused
      • Achiever
      • Problem-solver Medical, Vision and Dental Benefits Comprehensive benefit plans to suit your unique needs Fuel Your Life Wellness Program Resources to elevate your well-being 401(k) and Employee Stock Purchase Plans When Fiserv performs well, so does your financial health Employee Resource Groups Celebrating inclusion in the workplace Paid Time Away Providing the time off to manage personal needs Associate Experience: Hear from Veterans of the Armed Services Create Together Your Career and the Culture at Fiserv We are #FISVProud!! Associate Experience: Hear from Veterans of the Armed Services Create Together Responsibilities Requisition ID R-10216515 Date posted 01/25/2021 City Marietta State/Region Georgia Country United States Additional Locations Alpharetta, Georgia What does a great Director, Digital Platform Operations do? This position will report to the iCTO - Digital Platform Operations/Digital Client Experience and lead a 24x7 Tier 1 Incident Response Team accountable for restoration of service for multiple digital entry points in a complex global environment. This requires experience in a matrixed support environment working with infrastructure engineering, network engineering, incident management, cyber security and multiple Tier 2 and Tier 3 iCTO and CIO support organizations. Candidate should be comfortable working in large Fortune 500 environment with extensive M&I complexities. As a Director, Digital Platform Operations , you can look forward to:
        • Being accountable for the 24x7 Tier 1 Incident Response Team (IRT) supporting multiple digital channel entry points.
        • Leading a global matrixed team of managers, leads and associate engineers is using AI technology to restore service, using escalation to Tier 2 as a last resort for complex events or issues with major scope of impact.
        • Discovering existing documentation across multiple complex business lines in a large organization with a history of multiple merger and acquisitions and multiple support processes.
        • Utilizing managers and leads to transfer the information from disparate knowledge repositories into a single system and build a training program for a global 24x7 staff.
        • Utilizing your knowledge of the process to migrate business processes from a ticket based work queue into a single observability platform/artificial intelligence technology to collaborate in situational response to events vs. disparate work streams.
        • Transforming siloed work streams of similar technologies into a single work flow using technology and automation to restore service with skilled associates vs. dedicated technology support engineers.
        • Problem solve transition and transformation complexity autonomously with little direction. Interactions can involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
        • Leading managers and leads with a focused on developing capabilities and driving improvements in the business.
        • Participating in establishing department/functional strategic plans and objectives.
        • Experienced in a scope that will include Domestic and International responsibility.
        • Achieving goals and deliverables through management of multiple projects, programs, associates and vendors
        • Working on moderate to complex issues where analysis of situations or data requires an in-depth knowledge of the Function/BU/Fiserv.
        • Participating in development of methods, techniques and evaluation criteria for projects, programs, and people.
        • Applying specialized techniques to resolve highly complex and diverse problems. Identifies, investigates and recommends solutions to recurring problem.
        • Taking full responsibility for managing resources for area of expertise.
        • Communicating internally and externally to all levels of management, agencies and customers
        • Being responsible for staffing and managing performance for a team to include performance reviews and employee feedback. Impact
          Assists executives in defining organization goals and strategic plans. Failure to achieve goals will have significant impact on the success of the functional area or organization.
          
          Interaction
          Interacts internally and externally with executive level management, customers, and consultants, requiring negotiation skills over critical matters. Basic Qualifications for Consideration
          • 8-13 years of an equivalent combination of educational background, related experience and/or military experience.
          • Director equivalent scope/complexity leadership experience
          • 4-year college degree + 9 year of experience in applicable field
          • Demonstrated leadership in transitioning a team to new ticketing, monitoring and support technology
          • Skilled in using Business Intelligence (BI) to monitor activity and performance
          • Experience with On Line Banking, Mobile applications (both Apple & Android)
          • Experience with using Splunk, ServiceNow and monitoring tools such as MoogSoft, AppDynamics, Dynatrace, Foglight, ExtraHop or equivalent technology
          • Experience in leading with a focus on developing capabilities and driving improvements in the business.
          • Demonstrated experience in project and people management skills Learn more about Fiserv: Life moves fast. And as it does, we know most people aren't thinking about "financial services" But we are. We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely. We're Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company's approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought. Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE--- 500 company and one of FORTUNE Magazine World's Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation. Explore the possibilities of a career with Fiserv and Find Your Forward with us. We welcome and encourage diversity in our workforce. Fiserv is an equal opportunity employer/disability/vet Join our talent community and stay informed about Fiserv career news, events and new opportunities. We are #FISVProud - hear it straight from our associates and decide for yourself if Fiserv is right for you! Take a peek inside our innovative culture and explore real associate stories that will help you Find Your Forward. At Fiserv, we value the unique abilities and outlook which veterans, military spouses, Guard, and Reservists bring to our global team. Learn more here. Candidate Resource Center Need answers to a question about our process? Curious to learn more about next steps once you apply? Selecting your next career is no small matter, so that's why we are here for you every step of the way. Learn more about our application, selection and hiring process, and get the answers you need to FAQs about recruiting at Fiserv.

Keywords: Fiserv Inc, Peoria , Director, Digital Platform Operations, Executive , Marietta, Illinois