Manager, Product Technical support

Job DescriptionWe are FIS.Our technology powers the world's economy, and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients, and communities. If you're ready to learn, grow, and make an impact with a career in fintech, we want to know: Are you FIS?About the role:Operational leader accountable for SLA attainment, team readiness, ticket quality, and One FIS standards; primary escalation owner partnering with Product/Dev/Ops to restore service quickly and prevent recurrence.Please note: This is a full-time position with a required hybrid schedule in the posted location.Example schedule: Monday - Friday 8-5 /9-6 - with an on-call componentOnsite Tuesdays, Wednesdays & ThursdaysCurrent and future sponsorship are not available for this positionAbout the team:This manager partners with a broad set of stakeholders, including cross-functional teams across FIS (Product, Technology, Operations, Compliance, and more), external clients, peer leaders, frontline agents, and executive leadership. Together, the team drives operational excellence, ensures client satisfaction, and supports end-to-end service delivery across the business.What you will be doing:In this role, you will be responsible for:Maintaining visibility into daily operations, including ticket queues, aging, and SLA performance.Allocating work across the team to balance volume and prevent SLA breaches.Leading daily stand-ups to prioritize critical items and remove blockers.Owning complex technical issues requiring cross-functional coordination.Partnering with Development, Product, and Operations to drive timely technical resolutions.What you bring:Proven people-management experienceStrong escalation-management skillsTechnical understanding of B2K (preferred)5-10 years of management experienceBackground in Credit B2K technical supportWork hours: 40+ per weekOvertime: Required during on-call rotationsWeekends: On-call as neededTravel: 0%Added Bonus if you have:Payments industry experienceExperience with Aha! or similar product management toolsStrong client relationship management skillsWhat we offer you:A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:A voice in the future of fintechContinuous learning and development opportunitiesA collaborative, team-oriented cultureOpportunities to give back to your communityCompetitive salary and benefits packagePrivacy 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.EEOC StatementFIS 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 hereFor 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 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 responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.