ITSM -Problem Management Lead - Cincinnati, United States - FIS Global

Description

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Travel Percentage :

1 - 5%

Job Description

Are you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world.

About the team

The incident, problem, and event management team at Worldpay plays a crucial role in ensuring the uninterrupted operation of one of the world's leading Financial IT organizations. Our dedicated team will work around the clock to monitor and swiftly respond to any incidents or problems that may arise within Worldpay's complex network of systems and services. With our expertise in identifying root causes and implementing effective solutions, we can effectively minimize downtime and maintain the high level of service expected by Worldpay's clients. Through proactive event management strategies, we are able to anticipate, plan for, and mitigate potential disruptions before they escalate into major issues. The unwavering commitment to excellence and our ability to effectively manage incidents, problems, and events will make us an essential component of Worldpay's success in the competitive financial IT industry.

What you will be doing

As the lead in a problem management team, your primary responsibility will be to coordinate and oversee all aspects of problem response and resolution within the organization. You will be responsible for leading a team of Problem Managers, coordinating communication between stakeholders, and ensuring that Problems are handled efficiently and effectively.

Key responsibilities include:

Key Responsibilities:

• Lead and direct a team of problem management analysts to effectively manage and resolve IT problems
• Refine and implement problem management processes and procedures to identify, analyze, and resolve root causes of recurring issues
• Collaborate with cross-functional teams to prioritize and address high-impact problems
• Conduct in-depth analysis of incident trends and patterns to identify systemic issues
• Implement proactive measures to prevent future incidents and improve the overall stability of IT systems
• Maintain and update the problem management database with accurate and up-to-date information
• Provide regular reports and updates to senior management on the status of ongoing problem management activities
• Mentor and coach team members to enhance their problem-solving skills and knowledge of best practices
• Stay current on industry trends and best practices in problem management to continuously improve processes and procedures

The ideal candidate will have a strong background in problem management, with experience leading a team in a fast-paced and complex environment. Excellent communication and leadership skills are essential, as well as the ability to remain calm and focused under pressure. A deep understanding of IT systems and security is also required.

What you bring:

• Strong problem-solving skills: A Problem Management Lead should have the ability to analyze complex issues.
• Excellent communication skills: This role involves working with various stakeholders, including technical teams, business owners, and customers. Strong communication skills are essential to effectively convey information, escalate issues, and collaborate with others.
• Leadership skills: A Problem Management Lead should be able to lead a team of analysts and engineers, provide direction, and motivate team members to achieve goals.
• Technical knowledge: A solid understanding of IT systems, applications, and infrastructure is essential for identifying and resolving problems effectively.
• Attention to detail: This role requires a meticulous approach to problem analysis and resolution, with a focus on accuracy and thoroughness.
• Ability to work under pressure: The Problem Management Lead must be able to handle high-pressure situations, remain calm and focused, and make sound decisions in a timely manner.
• Customer focus: A successful Problem Management Lead should be committed to delivering value to customers and ensuring their needs are met.
• Proactive mindset: This role involves continuously monitoring and improving processes to prevent recurring problems and enhance overall system performance.
• Collaboration skills: Working cross-functionally with various teams, vendors, and partners is crucial for effectively managing and resolving complex issues.
• Adaptability: The IT landscape is constantly evolving, and the Problem Management Lead should be able to adapt to changes, stay informed about industry trends, and continuously improve their skills and knowledge.

Added bonus if you have:

• Inspirational capabilities
• Creative solutions
• Empathetic insights
• Decisive decision making

What we offer you

• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• The chance to work on some of the most challenging, relevant issues in the payment industry
• Time to support charities and give back in your community

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $103, $173,060.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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