Director, Digital Platform Operations
Company: Fiserv Inc
Posted on: February 22, 2021
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
- Socially Conscious
- Results Driven
- 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
- 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
- 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
- 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
- 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
- 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.
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.
Interacts internally and externally with executive level
management, customers, and consultants, requiring negotiation
skills over critical matters. Basic Qualifications for
- 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
- Demonstrated leadership in transitioning a team to new
ticketing, monitoring and support technology
- Skilled in using Business Intelligence (BI) to monitor activity
- 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
- 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
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