Manager, Production Operations

FIS

About The Position

As a Production Support Manager, your day begins with a daily turnover meeting, where you immediately connect with your team to review the previous night’s processing cycle and discuss any incidents that occurred. These meetings focus on identifying root causes and exploring opportunities to prevent recurring issues, fostering a culture of continuous improvement. You play a key role in client-facing communications, often joining bridge calls to provide real-time updates on issue resolution and progress toward restoring business-as-usual operations. As one of the primary interfaces between the client and internal teams, you ensure transparency and responsiveness. Collaboration is central to the role—you regularly escalate issues to Application Teams and Senior Management, following established protocols to drive resolution. You also participate in client meetings to coordinate break-fix efforts, prioritize outstanding issues, and align on delivery timelines. Throughout the shift, you maintain ongoing availability to support your team, offering guidance, removing roadblocks, and ensuring that service levels are met. The Production Support Manager will consistently work with Engineers (Programmers) addressing incidents from our client. They will also be working closely with our client’s Operations team, Core Banking team, and Lines of Businesses. This team is Level 2 support for our client putting them on the front line to all mainframe related issues.