York, England, United Kingdom · On-site
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…
Skills: Incident Management, Problem Management, ITIL, Root Cause Analysis, ITSM Tools
York, England, United Kingdom · On-site
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…
Skills: Incident Management, Problem Management, ITIL, Root Cause Analysis, ITSM Tools
Birmingham, Alabama, United States · On-site
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration Are you curious, motivated, and forward-thinking? At FIS you’ll have the…
Skills: People Management, Analytical & Problem Solving, Creativity & Innovation, Decision Making, Coaching and Mentoring
Noida, Uttar Pradesh, India · On-site
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 support the coordination and delivery o…
Skills: Project Coordination, Project Documentation, Meeting Coordination, Stakeholder Communication, Time Management
Campinas, São Paulo, Brazil · On-site
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) We are FIS – a global leader in financial technology. Our solutions power the world’s economy, and our teams bring innovation to…
Skills: Business Analysis, Requirements Documentation, Payments Industry Knowledge, System Requirement Specifications, Integration Testing
Makati, Metro Manila, Philippines · On-site
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) • Developing professional individual contributor • Works independently with general supervision • Problems faced are difficult b…
Skills: Product Technical Support, Problem Solving, Fact-based Communication, Policy Implementation
Jacksonville, Florida, United States · Remote OK
$161k–$274k/yr
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Job Description At FIS, our technology and our people are moving forward. We advance the w…
Skills: Revenue Operations, Sales Operations, Strategic Planning, Data Analysis, Stakeholder Management
Jacksonville, Florida, United States · On-site
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Job Description Job Title Associate I, Office Operations Intro: At FIS, our technology and our people are moving forward. We adv…
Skills: Customer Service, Interpersonal Communication, Office Operations, Facility Management, Vendor Coordination
Milwaukee, Wisconsin, United States · On-site
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Job Description We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion divers…
Skills: Financial Modeling, Forecasting, Variance Analysis, P&L Management, Budgeting
Jacksonville, Florida, United States · On-site
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Job Description At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. …
Skills: Consultative Selling, Negotiation, Pipeline Management, CRM Discipline, Financial Technology Sales
Hyderabad, Telangana, India · On-site
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Monitors baseline financial transactions to identify and resolve discrepancies, ensuring accuracy and integrity in financial tra…
Skills: Securities Operations, Financial Transaction Monitoring, Fund Accounting, Shareholder Servicing, Asset Servicing
Tokyo, Japan · On-site
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person…
Skills: Asset Finance, Leasing Domain, Business Japanese, English, Residual Value Management
Tokyo, Japan · On-site
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person…
Skills: Asset Finance, Leasing Domain, Business Japanese, English, Residual Value Management
Tokyo, Japan · On-site
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person…
Skills: Business Japanese, English, Asset Finance, Leasing Domain, Residual Value Management
Jacksonville, Florida, United States · Hybrid
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Job Description FIS Management Services, LLC seeks Software Engineer Specialists-Payments API Platform (Real Time & Event Driven…
Skills: Java/Spring Boot, .NET Core, Node.js, Python Flask, RESTful APIs
Makati, Metro Manila, Philippines · Hybrid
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company, and perso…
Skills: Change Management, Release Management, ITSM, ServiceNow, Power BI
Singapore, Singapore · On-site
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person…
Skills: Client Success Management, Account Management, Treasury and Risk Domain Expertise, Strategic Partnership, Stakeholder Management
Jacksonville, Florida, United States · On-site
$56k–$96k/yr
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Job Description Every day, our teams innovate across the world of finance. We collaborate to work smarter, while making a differ…
Skills: Proposal Writing, RFP Response, Technical Writing, Editing, Content Management
Jacksonville, Florida, United States · Hybrid
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Job Description FIS Management Services, LLC seeks Systems Administrator Seniors- Unity Application Engineer in Jacksonville, FL…
Skills: SQL Server, IDP/SSO, WAF, Octopus Deploy, Decisions Workflows
Jacksonville, Florida, United States · On-site
Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Job Description About FIS FIS is a global leader in financial services technology, providi…
Skills: Corporate Governance, Mergers & Acquisitions, Securities Law, SEC Reporting, Board Relations
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Manage the end-to-end lifecycle of incidents and problems to ensure timely service restoration and minimize recurrence. Coordinate major incident calls and collaborate with technical teams to implement permanent fixes and process improvements.
Requires 2-5 years of experience in incident management or IT service management with a strong understanding of ITIL processes. Proficiency with ITSM tools like ServiceNow and strong analytical skills are essential.
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.
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.
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
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
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
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
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
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)
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
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
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.
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
Unlocking financial technology. Bringing the world’s money into harmony. At FIS, we advance the way the world pays, banks, and invests. With decades of expertise, we provide financial technology solutions to financial institutions, businesses, and developers. Headquartered in Jacksonville, Florida, we’re a proud member of the Fortune 500® and the Standard & Poor’s 500® Index. Let's innovate together.
Offices: 601 Riverside Ave, Jacksonville, FL 32202, US · Little Rock , Arkansas, US · Rose Street, Edinburgh, Scotland EH2 2PR, GB · 200 Campus Dr, Collegeville, PA 19426, US · Chino Roces Ave Ext 2305, Makati, National Capital Region, PH
Unlocking financial technology. Bringing the world’s money into harmony. At FIS, we advance the way the world pays, banks, and invests. With decades of expertise, we provide financial technology solutions to financial institutions, businesses, and developers. Headquartered in Jacksonville, Florida, we’re a proud member of the Fortune 500® and the Standard & Poor’s 500® Index. Let's innovate together.
Offices: 601 Riverside Ave, Jacksonville, FL 32202, US · Little Rock , Arkansas, US · Rose Street, Edinburgh, Scotland EH2 2PR, GB · 200 Campus Dr, Collegeville, PA 19426, US · Chino Roces Ave Ext 2305, Makati, National Capital Region, PH
