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Jacksonville, Florida, United States
Hybrid
Not Available
Job Description
About FIS
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.
Current and future sponsorship are not available for this position
Jacksonville, FL Hybrid (three days in-office, two days virtual)
About the role
As Senior Manager of Production Support, you will lead a global organization responsible for the operational health, availability, and performance of critical lending platforms. You will partner closely with Product Management, Engineering, Infrastructure, Client Support, and Executive Leadership teams to deliver operational excellence while driving automation, resiliency, and continuous service improvement.
What you will be doing (Responsibilities)
Lead global production support and operations teams providing 24x7 support for mission-critical financial services platforms.
Establish and execute operational strategies focused on platform availability, service reliability, client satisfaction, and operational efficiency.
Serve as the sr. leadership escalation point for major incidents, client-impacting events, and crisis management situations.
Drive incident, problem, change, release, and operational readiness processes to improve service quality and reduce operational risk.
Partner with development, infrastructure, cloud, security, and product teams to improve platform stability and supportability.
Lead root-cause analysis efforts and implement corrective actions that prevent recurring production issues.
Drive automation, observability, monitoring, and operational tooling initiatives to improve efficiency and reduce manual effort.
Develop and track service-level objectives (SLOs), operational KPIs, and reliability metrics.
Ensure successful execution of disaster recovery, business continuity, regulatory compliance, and audit readiness activities.
Manage organizational budgeting, workforce planning, talent development, succession planning, and leadership coaching for a global support organization.
What you bring (Experience)
Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience.
10+ years of progressive experience in technology operations, production support, infrastructure, or service management leadership.
Experience leading large, geographically distributed production support organizations.
Deep expertise in Incident Management, Problem Management, Change Management, Service Management, and Operational Risk practices.
Strong understanding of enterprise application architectures, cloud technologies, infrastructure platforms, and operational support models.
Proven ability to lead incident communications and stakeholder management activities.
Excellent leadership, communication, decision-making, and organizational skills.
Demonstrated success building high-performing teams and driving operational transformation initiatives.
Ability to travel up to 10%. (if required)
Bonus if you have
Financial services or fintech industry experience.
ITIL, SRE, DevOps, Agile, or related certifications.
Experience supporting cloud transformation and modernization programs.
Background leading large-scale operational automation and observability initiatives.
Experience working within highly regulated technology environments.
What we offer you
A competitive salary and benefits.
Varied and challenging work to help you grow your technical skillset.
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.
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 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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