FIS

Production Support Sr Manager, Operations

FIS • $100K — $130K *
Jay, FL 32565In-Person
Finance & Insurance
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Computer Science, IT, Engineering, or equivalent experience
  • 10+ years in technology operations, production support, or service management
  • Experience managing large, distributed production support teams
  • Expertise in Incident, Problem, Change, Service Management and Operational Risk
  • Strong knowledge of enterprise application architectures and cloud technologies
  • Proven leadership in incident communications and stakeholder management
  • Excellent skills in leadership, decision-making, and organizational development

Responsibilities

  • Lead global production support teams providing 24x7 support for financial platforms
  • Develop operational strategies for platform availability and client satisfaction
  • Act as escalation point for major incidents and crisis management
  • Enhance incident and operational processes to improve service quality
  • Collaborate with technical teams to improve platform stability
  • Conduct root-cause analysis and implement preventive actions
  • Drive initiatives for automation and operational tooling

Benefits

  • Competitive salary and benefits
  • Opportunities for skill growth through varied and challenging work
  • High responsibility role with a wide range of opportunities
  • Modern work environment with a dedicated and motivated team
Full Job Description
Job Description

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.


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.

#pridepass

About FIS

Fidelity National Information Solutions is the nation’s most comprehensive source for real estate-related data, technology solutions.

FIS Careers

Join the vibrant team at FIS, a global leader in financial services technology. With a workforce of over 55,000 worldwide, FIS fosters a culture of innovation and leadership, offering unmatched opportunities for growth and professional development. Work You’ll Do At FIS, we empower the financial world with cutting-edge technology solutions, and we need your unique skills to help us redefine the future of finance. Whether you're looking for a position in software development, project management, or client services, FIS offers a dynamic range of job opportunities. Transform the Industry Be part of a team that is at the forefront of driving innovation in banking, payments, capital markets, and wealth management. FIS is where finance meets technology. By joining us, you will not only transform businesses but shape the way the world uses money. Innovative Work Environment FIS is committed to fostering a workplace where diverse perspectives and experiences are welcomed and respected. With diversity training and leadership programs, employees are encouraged to thrive both personally and professionally. Our commitment to diversity and inclusion is integral to our mission to empower the world with better financial technology. Career Growth and Development FIS believes in nurturing talent and leadership from within. With a plethora of training programs, workshops, and seminars, FIS is dedicated to your career advancement. From internships to leadership roles, your journey at FIS is filled with endless possibilities. Our robust networking events and professional development sessions ensure you have the tools to succeed in your career. Benefits and Culture Choosing a career at FIS means joining a family that values work-life balance and offers substantial benefits. Enjoy health, vision, and dental insurance, competitive retirement plans, and generous paid time off. Our culture promotes not just professional growth but personal well-being. Join Our Team Explore the numerous job opportunities at FIS where your skills can lead to meaningful outcomes. We are continuously hiring curious, creative, and motivated individuals who are ready to drive change in the fintech industry. Stay Connected Keep up to date with the latest in career opportunities and company news by joining our FIS Careers Network. Tailor your job search with personalized alerts and get insider tips that can help you craft the perfect resume and ace your interviews. Discover how your career can flourish by joining a team that’s dedicated to redefining the financial services landscape. Search FIS jobs today and see where your ambition can take you! [SEARCH FIS JOBS] Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. [READ CAREERS BLOG] Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding opportunities that await at FIS.
Learn more about FIS
Size
65,000 employees
Market Cap
$39.7 billion
Industry
Finance & Insurance
Net Income
$158 million
Founded
1968
5 Year Trend
+9.5%
Revenue
$12.5 billion
NASDAQ
FIS
* Ladders Estimates

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