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Incident Manager

First Data Marietta, GA

Job Description



First Data is a global leader in commerce-enabling technology solutions, serving more than six million business locations and 4,000 financial institutions in 118 countries around the world. Our 23,000 owner-associates are dedicated to helping companies, from start-ups to the world's largest corporations, conduct commerce every day by securing and processing more than 2,300 transactions per second and $1.9 trillion per year. First Data is committed to staying at the forefront of our industry, and we are innovating a wide range of next-generation commerce technology solutions to help our clients better detect fraud, gain insights into consumer spending patterns and build customer loyalty. There are many exciting opportunities for talented individuals who would like to join our team and play a meaningful role in helping us shape the future of global commerce.

First Data's Product Development, Client Solutions and Technology functions are responsible for innovation and advancement of our technology solutions across all of our client segments, and make a critical contribution to ensuring that First Data retains its position as a leading technology innovator. Our Product Development teams are responsible for end-to-end ownership of the product life cycle. Our Client Solutions teams deliver global solutions and expertise that make commerce possible. Our Technology teams develop a wide range of applications and solutions that enable next-generation commerce and create the infrastructure of the global commerce ecosystem. They also ensure that our data remains secure through their work in cyber-security

Scope of Job

  • The primary purpose of the Incident Manager is to effectively lead calls for incidents flagged for impact to quickly restore service with minimal impact to customer service. In addition, the successful execution of the job responsibilities outlined below are required to manage major incidents, drive down the number and frequency of incidents, improve service recovery times, and support continual service improvement.

Job responsibilities:

  • Coordination and management of Incident Management process with infrastructure and application teams
  • Escalation of risks and issues to the Incident Management Process Owner and technical leadership
  • Supporting Major Incident Management reporting (KPIs and customer SLAs) to ensure incident quality and continual improvement
  • Driving Service Management best-practice and ITIL process standardization
  • Ensures consistent end-to-end application of the Incident Management process
  • Identifies and assists with planning/execution for Incident Management process improvements
  • Shift work 24/7 (includes weekend/holidays/on-call as needed)
  • Agrees issue definition, action plan and validation of issue resolution with internal customers


  • 6+ years of related technical experience. 2 - 3 years of experience in the ITIL driven IT management environment, preferably on the Incident Manager position
  • Experience managing multi-platform and client-impacting issues
  • Understands and has demonstrated the use of methods and techniques for the assessment and management of risk
  • Commands respect for knowledge, experience and excellence within the area of Incident Management
  • Very good English communication skills (written and oral), with experience interacting with all levels of management both technical and business
  • Good understanding of production IT Environment and IT Operations
  • Very good understanding of Incident Management, Problem Management and Change Management processes
  • Strong interpersonal and teamwork skills
  • ITIL Foundation certificate preferred

First Data is an Affirmative Action Equal Opportunity Employer (Minorities/Females/Vets/Disabled/LGBT)
First Data provides equal opportunities to all employees and applicants for employment without regard to sex, race, color, religion, marital status, national origin, age, genetic information, sexual orientation, gender (including gender identity/expression), disability, veteran status and military status, pregnancy or pregnancy-related medical conditions, or any other factor that may be protected by law.


Job Details

Date Posted March 17, 2018
Date Closes April 20, 2018
Requisition 2247750
Located In Marietta, GA
SOC Category 00-0000.00

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