Digital Operations Engineer

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

Digital Operations Engineer

What does a successful Digital Operations Engineer do at Fiserv?

The Financial Institutions Group (FIG) Team serves as the "Single Pane of Glass" across the firm, and particularly across the digital experience for expansion and support in order to facilitate faster, more thorough resolution to client impacting events. You will work across the product areas and shift focus to client centric outcomes and remediations, working with each other building synergies. The main objectives of this team is to visualize the entire end-to-end digital experience across our application delivery chain through triage, breakfix and MTTR (Mean time to restore) reduction. This role is a 24/7 support role spanning across three countries. The US business hours contains 3 shifts and rotational weekend coverage to help the bankers up & running 24/7.

What you will do:

• Work under supervision in a the 24x7 Incident Response Team (IRT) supporting multiple digital channel entry points and its surrounds
• Execute established technical solutions as part of a global matrixed team 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
• Utilize technical documentation stored in multiple knowledge repositories
• Follow a technical training program for a global 24x7 staff by using portions of your shift to study and train
• Use defined process for a ticket-based work queue as well as a single observability platform/artificial intelligence technology to collaborate in situational response to events
• Coordinate restoration of service with dedicated technology support engineers
• Participate in executing team/functional strategic plans and objectives among Domestic and International teams
• Execute tactical activity to coordinate restoration of service across multiple technologies (firewall, load balancer, web layer, application layer, database layer and core systems)

What you will need to have:

• 2-5+ years of experience in a technology operations environment, preferably in incident management
• 2 + years experience as part of a team that supports new ticketing, monitoring, and support technology
• 2 + years experience in alert handling, driving outages and major incidents on a bridge call towards service restoration
• Bachelor’s degree, or an equivalent combination of education, work, and military experience

What would be great to have:

• Experience in using Business Intelligence (BI) to manage team activity and performance
• Experience in using ServiceNow and associated reporting
• Experience with using Splunk
• Experience with the following tools or equivalent technologies:
• MoogSoft or an artificial intelligence (AI) observability platform
• AppDynamics application performance monitoring
• Dynatrace application performance monitoring
• Foglight database performance monitoring
• ExtraHop network interaction/detection monitoring

Important info about this role: 

• We’re better together. This role is fully on-site.
• In order to be considered, you must be legally authorized to work in the U.S. without need for sponsorship now or in the future.
• This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered. 

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Maryland, New York or Washington.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

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