Vice President, Global Incident Management
Job DescriptionTHE OPPORTUNITYFIS unlocks the technology that underpins the world's financial system. More than 40 billion transactions a year, across 75-plus countries, run on platforms our clients trust to never stop. When something does go wrong, the world's largest financial institutions look to one leader to take command, restore service, and protect that trust.The 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 equivalentCommand presen...