Position Type :
Full timeType Of Hire :
Experienced (relevant combo of work and education)Education Desired :
Bachelor of Computer ScienceTravel Percentage :
25 - 50%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 team:
The production support team works on functional issues for Card Processing Platforms (B2K - P1C) EMEA and provides resolutions or collaborates with other stakeholders to resolve issues within SLAs for our clients.
About the role:
As a Production Support Manager, you will act as the point of escalation for high-priority cards clients, ensuring that all tickets are updated and overseeing multiple team members. You will facilitate regular client working groups on production topics and ensure effective communication and resolution of incidents.
What you will be doing:
Manage incidents for high-priority cards clients, ensuring timely resolution and closure.
Oversee multiple team members to ensure all tickets are updated and assigned appropriately.
Act as the point of escalation for clients, providing status updates and facilitating regular client working groups on production topics.
Conduct internal meetings with stakeholders on the status of issues.
Collaborate with the Service Desk team on client communication for specific cases.
Work with internal stakeholders (dev team, QA team, BA product team) on the resolution of issues when needed.
General Duties & Responsibilities:
Plan, perform, and implement process improvement initiatives.
Responsible for complex business and systems process analysis, design, and simulation.
Track Level 2 client incidents and resolution and fulfil information requests.
Organize, lead, and facilitate cross-functional teams to resolve incidents.
Delegate tasks to business analysts while providing oversight and support.
Develop metrics for process measurement, identifying indicators for future improvement opportunities.
Recommend and facilitate quality improvement efforts.
Ensure preventative actions are taken to avoid further incidents.
Provide consultation on the use of re-engineering techniques to improve process performance
Deliver presentations and training courses, including measurement, analysis, improvement, and control
Communicate team progress and create valuable management information
Occasionally support out of hours for release and maintenance activities
What you will need:
Knowledge of the financial services industry and an understanding of end-to-end systems development life cycles.
Knowledge of Cards processing.
Familiarity with production support processes and the ServiceNow tool.
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
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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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