Customer Service & Support Jobs in Pune City, India (Now Hiring) — 34 open

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor's Degree

Senior Incident Management - 8 to 12 Yrs - Pune Location - 24/7 Rotational Shift

About the Team

This is an exciting opportunity to join a highly talented and innovative team dedicated to delivering cutting-edge solutions within the world’s leading global provider of financial technology services. The team is known for its strong collaboration, commitment, and focus on driving impactful outcomes.

What You Will Be Doing

During Incidents

• Lead and coordinate cross-functional incident response teams during critical service disruptions
• Facilitate clear and effective communication across technical teams, stakeholders, and leadership
• Drive timely decisions on escalation, prioritization, and resolution strategies
• Ensure accurate and complete documentation of incident timelines and actions
• Manage bridge calls and incident war rooms to maintain control and direction
• Provide consistent and structured status updates to leadership and business stakeholders
• Collaborate with external vendors and third-party providers as required

Prevention and Preparation

• Develop, maintain, and continuously improve incident management procedures and playbooks
• Ensure incident response plans are regularly reviewed, updated, and tested
• Conduct training and enablement sessions for team members on incident processes
• Analyze incident trends to identify root causes and systemic gaps
• Partner with internal teams to implement preventive and corrective measures
• Maintain up-to-date contact lists and escalation matrices
• Coordinate disaster recovery (DR) and business continuity (BCP) exercises
• Drive process improvements based on lessons learned and post-incident reviews
• Update documentation and frameworks to reflect evolving best practices

Additional Responsibilities

• Build and maintain strong relationships with key stakeholders across the organization
• Stay updated with industry standards and best practices in incident management
• Maintain a comprehensive understanding of IT infrastructure and system dependencies
• Define, track, and report on key performance indicators (KPIs) for incident management

What You Bring

• 8+ years of experience managing Major Incidents, preferably supporting UK/US clients
• Strong communication, analytical, and decision-making skills
• Ability to multitask effectively in high-pressure environments

What We Offer

• A dynamic role with significant responsibility and diverse challenges
• Extensive opportunities for professional growth and career development
• Competitive compensation and benefits package
• Access to a wide range of learning resources and development tools

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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