Product Support Manager Senior

Job Description

GENERAL DUTIES & RESPONSIBILITIES • 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 call queues, call volume and other metrics. Analyzes results and trends. Ensures volume of work produced meets product/service standards and exceeds quality standards. • Ensures representatives are properly trained when new products are released or products are upgraded or patched. • Contributes to development of the product support function. • May develop business strategy and business plan for team/group operations including budget development. • Selects, develops and evaluates personnel to ensure efficient operation of the function. • May build industry relations communicating technologies and operational concerns through industry networking. • Some flexibility of hours is required; Call Center 24x7 environment • Other related duties assigned as needed. EDUCATION REQUIREMENTS Bachelor’s degree in computer science or information systems or the equivalent combination of education, training, or work experience. GENERAL KNOWLEDGE, SKILLS & ABILITIES • Broad knowledge of FIS products and related services; in-depth knowledge of products and services for which team(s) provide support • Knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture • Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software • Excellent customer service skills that build high levels of customer satisfaction for internal and external clients • Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors • Willingly shares relevant technical and/or industry knowledge and expertise to other resources • Excellent decision-making, problem-solving, team building, negotiation, conflict management and time management skills • Is resourceful and proactive in gathering information and sharing ideas • Proven project management skills • Demonstrated customer-focused leadership ability • Ability to work both independently and in a team environment FIS JOB LEVEL DESCRIPTION Senior level management role. Typically responsible for directing product support team(s) and/or associated support functions for multiple lines of business or as part of a division. Ensures client issues are resolved, serves as an escalation point for client issues, and is responsible for maintaining/improving client satisfaction. Escalates client issues to senior/division management when necessary. Resolves issues and contributes to business unit/area development. Directly responsible for managing a staff of six or more direct reports, including managers, supervisors and individual contributors in network planning, design, implementation, organization, and/or operation. Accountable for budgeting, staffing, practice/procedure changes and service level requirements across multiple cost centers. Manages sixty or more overall subordinates. Coaches and mentors management team. Works closely with directors on departmental issues. Has very wide latitude for decision-making. Typically requires more than ten years related network planning, engineering and/or operations experience with at least three years leadership responsibility.

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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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