Technology Operations Supervisor

| Phoenix – Mesa – Scottsdale, AZ
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Job Description
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.
What you will be doing
As the Technology Operations Supervisor you will be working in a team environment, supporting FIS' clients directly. You will manage daily operations supporting various client accounts as the escalation point in support of clients and company mission-critical business projects and requirements. This position is remote and can sit anywhere in the US.

  • Technical escalation point responsible for the oversight and completion of work for designated accounts.
  • Responsible for day-to-day movement and assignments of incidents, change controls, and task tickets.
  • Ensuring assignment of all Desktop and Server Support tasks within 24 hours maximum for designated banks with additional priority items being addressed with a timelier response.
  • Participating in and ensuring immediate engineer response times in support of Major Incident Management calls.
  • Serve as escalation for ticket issues from Account Management and clients. Review and approval of change tickets in assessment stage for implementation and validation success.
  • Working with Systems Manager for problem management resolution and attendance at incident resolution meetings.
  • Responsible for engineer coverage across designated accounts and workload distribution during any absences. Knowledge Base article follow up to ensure proper documentation of procedures for bank specific tasks.
  • Participating in client calls to discuss technical impact of any change to bank's general IT environment.
  • Provide improved operational customer satisfaction and deliverable satisfaction through centralized account oversight and engineering team management.
  • Manage, mentor, and coach engineering staff supporting those designated accounts to improve their technical and operational skillsets to provide increased support efficiencies as well as career growth.


What you bring:

  • 6+ years of experience and up to two years as a supervisor over technology operations environment
  • Knowledge of FIS products and systems, support processes will be a plus
  • Proficiency in client communication and escalation management
  • Proficiency to effectively supervise, lead and manage staff members
  • 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 problem solving, team and time management skills managing multiple deadlines for self and others
  • Proficiency in evaluating the performance capabilities of subordinates as well as counsel subordinates in development and/or corrective discipline
  • Proficiency in making projections of future expenses based on analysis of cost effectiveness of past expenditures
  • Self-starter with proven ability to work independently


What we offer you

  • Competitive salary
  • Attractive benefits including medical, dental, and employee stock ownership designed to help support your lifestyle and wellbeing
  • Varied and challenging work to help you grow your skillset
  • A variety of career development tools, resources and opportunities


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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More Information on FIS
FIS operates in the eCommerce industry. The company is located in Jacksonville, FL, Denver, CO, Atlanta, GA and Milwaukee, WI. FIS was founded in 1968. It has 57000 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Friends outside of work, Eat lunch together, Intracompany committees and Open door policy. To see all jobs at FIS, click here.
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