Product Support Manager Senior

Job Description

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Computer Science Travel Percentage : 5 - 10% 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 advancethe world of fintech, wed like to ask you: Are you FIS About the roleProvide front line support to clients to manage the production business as usual status for applications and help triage client issues. Participate in coordination with other internal teams and act as the central point of contact work closely with all relevantteams - Operations, Development, Services, teams to ensure client environments are stable and performing at acceptable levels. Serve as a point of escalation for troubleshooting and resolution of client issues. About the team FIS® Securities Finance Suite provides a holistic set of products and services that addresses the needs of the financing market. Our products levels the siloes and eliminates redundant, inefficient processes so you can maximize top line returns. With a globalplatform and a real-time view, you can efficiently utilize and optimize inventory across the firm to monetize your assets, make more informed trading decisions and manage collateral more effectively helping clients guard against regulatory risk by eliminatingmanual processes and errors through increased automation and connectivity. This team is a collection of highly specialized, self-motivated and collaborative professionals spanning a range of functional & technical disciplines: software development, data researchers, market & application specialists and product support & management. What you will be doing

• Manages operations of teams of representatives that respond to inquiries of a technical or complex nature as relates to FIS software products and/or services through case management.
• Develops and monitors application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems.
• Reports new or recurring problems to product management and/or product development departments.
• Monitors ticket volumes, ticket turnaround times and other metrics. Analyzes results and trends. Ensures volume of work produced meets product/service standards and exceeds quality standards.
• Attend and minute weekly and monthly governance meetings with clients, presenting KPIs and metrics relating to open issues, issue turnaround etc.
• Ensures representatives are properly trained when new products are released or products are upgraded or patched.
• Prepare and track improvement plan for continuous service level excellence.
• Participate in incident management process and coordinate until issues are resolved and RCAs are delivered.
• Ensure client expectations are managed across all active work streams to minimize escalations to senior management.
• Active participation in client status and governance meetings representing process and quality standards.
• Best practices i.e. how to best utilize functionality to meet customer business needs and get Client experience teams up to speed.
• Selects, develops and evaluates personnel to ensure efficient operation of the function.
• May have to adapt to supporting teams in front line support with client inquires, issue triage, calls with clients, etc..
• Some flexibility of hours is required; Call Center 24x7 environment
• Other related duties assigned as needed.

What you bring

• Bachelors degree in computer science or information systems or the equivalent combination of education, training, or work experience.
• 8+ years of relevant experience in application support
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
• Excellent customer service skills that build high levels of customer satisfaction for external clients
• Knowledge of IT technologies, i.e., operating systems, application hosting, software development life cycle, architectures, and public cloud.
• Familiarity with technology (Sql server) to understand how applications work (understanding of web server, app and DB servers how they interact).
• Knowledge of and strong interest in financial markets (Securities Finance) is a plus
• Experience in support and/or client account management.
• Demonstrated customer-focused leadership ability

Soft skills and qualifications:

• Strong communication and presentation skills
• Can work well with remote teams.
• Collaboration skills to work with other disciplines
• Team player, ownership attitude, and collaboration.
• Negotiation and influencing skills.
• Customer relations.
• Ability to think logically under pressure.
• Problem solving and troubleshooting.
• Conflict management

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

• Competitive salary and attractive benefits
• 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
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities

Privacy StatementFIS 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 . 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 responsiblefor any related fees for resumes submitted to job postings, our employees, or any other part of our company. #pridepass