Fiserv Hiring for Client Experience Success Engineer at Pune, Maharashtra, India Full Time

Job Description

This position will report to the Client Experience Monitoring Lead and act as a technical engineer/associate as part of a 24×7 Tier 1 Incident Response Team accountable for monitoring, reporting, incident management and 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 support organizations. Responsibilities/Scope/Complexity

• Works in a the 24×7 Tier 1 Client Experience Success Team (CEST) supporting multiple digital channel entry points.
• Executes established technical solutions as part of a global matrixed team using AI technology to detect issues and resolve problems, using escalation to Tier 2 as a last resort for complex events or issues with major scope of impact.
• Skilled in using technical documentation stored in multiple knowledge repositories.
• Experience if following a technical training program for a global 24×7 staff by using portions of your shift to study and train.
• Experience in using 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.
• Experience in executing workflow using technology and automation to restore service.
• Experience in coordinating restoration of service with dedicated Incident Management and technology support engineers.
• Participates in executing team/functional strategic plans and objectives.
• Experienced in a scope that will include Domestic and International teams.
• Executes tactical activity to monitor performance and coordinate restoration of service across multiple technologies (firewall, load balancer, web layer, application layer, database layer and core systems).
• Works on moderate to complex issues where analysis of situations or data requires an in-depth knowledge of the Function, Business Unit and Fiserv.
• Uses configured tools and technology to detect and resolve highly complex and diverse problems. Identifies recurring problem to track and trend.
• Responsible for using multiples tools and technologies for area of expertise.
• Communicates internally to all levels of management.
• Significant individual contributor as part of a global team, providing employee feedback to management of a 24×7 global organization.
• Minimum of 2 years of experience working with Technology
• Experience with tools like ServiceNow, Dynatrace, Splunk & ExtraHop are a plus
• Other duties and responsibilities as assigned.

Required Qualifications for Consideration:

• Bachelor’s Degree required
• 3+ years of experience working with business and technology teams
• Minimum 5+ years of overall experience in the tech space.
• Significant experience in a Client facing role; either in technology delivery or technology operations
• Experience creating strategies, implementing them, tracking performance, and achieving set objectives.
• Proven ability to analyze, organize, and integrate large amounts of complex information into clear, concise presentations and plans
• Strong attention to detail and ability to work independently in a fast-paced environment
• Solid and professional written and verbal communication skills
• Flexibility to work after hours/on-call/weekend on an as-needed basis
• Travel required: Very Limited Travel Requirements (post-COVID)

Preferred Qualifications:

• Experience in the Retail / Commercial Banking sector
• Experience with Fiserv technology solutions (ServiceNow, Dynatrace, Splunk, ExtraHop, F5, Palo Alto, VMware)
• MBA or other postgraduate CIS or business management degree.
• Proven record of driving customer satisfaction and enhancing customer experiences in their past work.

Who we are: To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options. We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are. 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 seventh consecutive year, we are committed to excellence and purposeful innovation. In this role you will be aligned with solutions to our banking customers. We deliver comprehensive bank platforms and value-added products and services for community, mid-tier, and large financial institutions. We offer flexible technology solutions that enable financial institutions to quickly align to customers’ expectations. With a modular approach to delivery, financial institutions can preserve platform investments while delivering both updated functionality and a consistent experience across channels. From understanding consumer needs based on the latest research to analytics and advisory services that help identify growth opportunities from accounts, payments and industry data, we help clients access and act on data to create better outcomes Fiserv bank platforms – Cleartouch, DNA, Precision, Premier, Signature – enable banks to efficiently manage a wide range of activities such as account opening, deposits, withdrawals, loans, customer information management, and general ledger and accounting tasks. Each Fiserv bank platform has unique capabilities, but they all help our clients improve customer service and streamline their back-office operations. We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran Explore the possibilities of a career with Fiserv and Find Your Forward with us.