Job DescriptionTHE OPPORTUNITYThe Vice President of Global Incident Management leads our top-of-the-house incident management organization that resolves our most challenging incidents. You will own how FIS coordinates, and resolves major technical, cyber, and life-safety events across all business lines. You will have accountability when severity is highest and visibility reaches the C-Suite. And you will build the operating model, the command discipline, and the team that make FIS the industry standard for resilience.
If you are energized by high-stakes command, obsessed with mean-time-to-resolve, and driven to turn every incident into durable enterprise-wide improvement, this is the seat.
WHAT YOU WILL OWN1.
Major incident command. Direct critical incident response across all business lines as the single point of accountability for coordinated resolution, stakeholder alignment, and time-to-restore.
2. Measurable resilience gains. Own the MTTR, TTN, and recurrence targets, and the KPIs and reporting cadence that prove year-over-year improvement to executive leadership.
3. The operating model. Evolve and enforce command roles, severity classification, escalation paths, and hand-offs so execution is consistent and accountability is unmistakable during live events.
4. Executive situational awareness. Deliver real-time status, decisions and asks, and post-incident narratives that give the C-suite a clear, credible view of impact and trajectory.
5. Client trust under fire. Partner with the Client Office so affected clients receive timely, accurate communication and a visible path to green throughout an event.
6. A world-class team. Build, develop, and lead a global team of incident commanders and future leaders, with coverage, rotation, and succession depth built to scale.
7. Cross-functional orchestration. Mobilize SRE, engineering, technology, and client-facing field teams so the right resources engage at the right severity, fast.
8. A culture of continuous improvement. Run drills and tabletops, inspect past and present execution with rigor, and sharpen playbooks so every event makes the next one shorter.
WHAT YOU WILL BRING- [15]+ years in incident management, technology, site reliability, or resilience leadership, including significant time leading major incident command at enterprise scale.
- A track record of measurably reducing MTTR and incident recurrence in complex, mission-critical, 24x7 environments. Financial services, payments, cloud, or other regulated high-availability sectors strongly preferred.
- Bachelor's degree or a skills-based equivalent
- Command presence. You are the calm center when systems are down, executives are watching, and clients are exposed.
- Executive fluency. You brief and influence at the C-suite level, translating technical reality into business impact and clear asks without losing precision.
- A builder, not a caretaker. You have stood up or transformed an incident or resilience function, not only operated one that already existed.
- Deep command of modern resilience practice. ITIL and ITSM, SRE principles, severity and escalation design, and post-incident and RCA discipline. Familiarity with operational resilience expectations such as DORA, SEC, and GDPR is a plus.
- Genuine passion for client trust. You treat every incident as a moment to protect, and rebuild, the client relationship, not a ticket to close.
WHY THIS ROLE- Mandate and authority. You are the single point of accountability for our global incident command framework, with the mandate to set the standard and the visibility to match.
- Scale that matters. Your decisions help protect the systems the global financial system runs on.
- Build, do not inherit. Shape the operating model, the team, and the culture. This is a founder's seat inside a Fortune 500.
- Executive proximity. This role operates at C-suite adjacency, with your work regularly in front of the CEO and senior leadership.
Sourcing ModelRecruitment 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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