Position Type :
Full time
Type Of Hire :
Experienced (relevant combo of work and education)
Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
About the role:
The Incident & Problem Management Analyst (Level 2) is responsible for supporting the end-to-end lifecycle of incidents and problems across enterprise technology environments. This role focuses on timely service restoration, effective coordination, and contributing to ongoing service improvement.
Operating within a 24/7 production environment, the analyst ensures adherence to service level agreements (SLAs) while collaborating with cross-functional teams to resolve incidents and support root cause analysis activities.
What you will be doing:
Incident Management
Manage and coordinate incidents (including high-priority incidents) to restore service as quickly as possible
Support major incident calls, bridge lines, and coordination activities
Act as a key point of contact during incidents, ensuring clear and timely communication to stakeholders
Monitor incident progress and ensure adherence to SLAs and operational targets
Escalate incidents appropriately based on impact and urgency
Maintain accurate incident records within ITSM tools in line with process requirements
Problem Management
Support root cause analysis (RCA) for recurring or high-impact incidents
Assist in identifying trends and patterns to reduce incident recurrence
Maintain problem records, known errors, and workarounds
Contribute to post-incident reviews and lessons learned sessions
Collaborate with technical teams to track and implement permanent fixes
Process Improvement & Governance
Follow incident and problem management processes aligned to ITIL best practices
Identify opportunities for process improvement and raise recommendations
Contribute to KPI reporting, metrics tracking, and trend analysis
Support audit and compliance activities as required
Stakeholder & Communication Management
Provide regular updates to internal teams and stakeholders during incidents
Work closely with business, technology, and operations teams to ensure resolution
Support communication for incidents, ensuring clarity and appropriate escalation
Team Collaboration:
Work collaboratively within a global incident management function
Share knowledge and contribute to team learning and best practices
Provide guidance and support to junior team members where appropriate
Participate in on-call rotations and shift-based coverage where required
What you bring:
Typically 2–5 years’ experience in incident management, production support, or IT service management
Working knowledge of ITIL Incident and Problem Management processes
Experience handling incidents within complex IT environments
Strong analytical and problem-solving skills
Ability to manage multiple tasks in a fast-paced environment
Good communication skills with the ability to work with technical and non-technical stakeholders
Experience with ITSM tools (e.g., ServiceNow or equivalent)
Desired:
ITIL certification (v3 or v4)
Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience)
Experience in financial services or regulated environments
Experience with automation, monitoring tools, and reporting dashboards
What we offer you:
A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
A modern, international work environment and a dedicated and motivated team
A broad range of professional education and personal development possibilities – FIS is your final career step!
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 financial services & technology
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.
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