What we offer:

• Life insurance, income protection, critical illness insurance

• Annual leave, 26 days + bank holidays off

• Retail Discount

• Cycle to Work scheme

• Vehicle Breakdown cover

• Electric Car Scheme

• Dining Card

• Private Medical Insurance

• Dental Insurance

• Employee Stock Purchase Plan

• Pension

• Subsidized Onsite Canteen

What you will be doing:

• To ensure that all necessary information required to investigate the issue is present and to liaise with all stakeholders where necessary, obtain a full understanding of the impact of the situation, an awareness of the problem, and the associated processes related to the management of an Incident. Including coordinating operational impact from the business areas, and feed that into the Incident process.

• To evaluate the severity level assigned to the issue and to adjust that level in the light of any investigations as appropriate. 

• To analyse the situation to identify and offer potential resolution and to assist the resolving teams. 

• To own Incident & Problem management tools as per department guidelines and issue regular verbal and written updates with the relevant information as to the progress of the issue. 

• Line Management of the TMS Incident Management Team 

• To attend regular meetings with other key stakeholders from business to technical forums, to client reviews to discuss outstanding issues and prioritisation. 

• To liaise with other departments within the business for advice and expertise relevant to each issue as appropriate.

• Effective 3rd Party Management of key suppliers to achieve contracted service levels.

• Create and Maintain Work Area Recovery Plans as part of the wider Disaster Recovery Framework and manage regular scenario testing.

What you bring:

• Previous experience of working in a contact centre environment

• Experienced in an issue incident or problem solving role.

• Proven experience in the Credit card or Financial Services industry.

• Experience of ITIL methodology, foundation or above

• Ability to prioritise workloads and manage conflicting requests on time in a continually fast moving environment

• Ability to take ownership for, and be accountable for, an issue or task

INDMK

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.

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.

#pridepass