Production Support Manager Senior

Job Description

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

About the team:  

Production Support L2/L3 (Retirement Planning and Wealth Management)

What you will be doing:

• Assign and track cases (user reported issues) to L2 team
• Ensure cases are resolved with in SLA as per for contract agreement
• Out-of-office/weekend on-call support for P1/P2 incidents
• Maintain L2 team Out-of-office/weekend on-call support roaster for P1/P2 in xmatters
• Asist team on P1/P2 resolutions
• Responsible for knowledge management initiatives
• Willing to learn client Retirement domain 
• People management for USA L2 support members
• Coordinate with client and FIS support teams , provide timely support updates to client, FIS management/relevant stakeholders
• Manage production support handover process with roadmap team
• 40 Hours weekly
• Regular Work hours EST business hours (8 hours, 5 day work Mon thru Fri)

What you will need:

• A Bachelor’s degree in related discipline or combination of experience, training and education
• 10 to 15 years’ experience in Production Support or project migration role, particularly in Retirement Planning and Wealth Management,  consumer-facing role experience
• Experience in working with large teams
• Working experience on any FIS product or interfacing applications

 

Added bonus if you have:

• Exposure to Java, Springboot, AWS environment, Splunk and Cloud watch, JSP, Servlet, DB2 database
• Production support handover process
• Experience in working with teams spread across multi time zones

What we offer you:

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• Competitive salary and benefits

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $115,590.00 - $194,180.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment