Product Support Manager

FIS

3d

About The Position

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. About the team The SRE team is responsible for the continuous, global support of the Modern Banking Platform (MBP), ensuring both online and batch systems are reliable for a diverse client base. The team’s operational model is built around two main regional shifts (India and US), leveraging on-call rotations to bridge gaps outside standard business hours. This approach is cost-effective and helps prevent staff burnout, but it also means that expectations for around-the-clock support—especially from clients in regions like New Zealand—must be managed carefully. Production environments receive true 24x7 support, while non-production/test environments are covered during business hours, with on-call escalation for critical issues only. This model is enforced to maintain team sustainability and service quality. What you will be doing The SRE Manager leads a global, multi-regional team responsible for the reliability, availability, and performance of FIS’s Modern Banking Platform (MBP). This role ensures 24x7x365 support for both online and batch systems, serving a diverse production client base—including high-profile implementations in regions such as New Zealand. The manager is accountable for operational excellence, continuous improvement, and the professional development of the SRE team.

Requirements

• Bachelor’s degree in computer science, Engineering, or a related field (or equivalent experience).
• 8+ years of experience in site reliability engineering, infrastructure operations, or technical support, with at least 3 years in a leadership or management role.
• Proven expertise in SRE principles, automation, incident management, and cloud-native architectures (Kubernetes, CI/CD, monitoring frameworks).
• Strong leadership, communication, and stakeholder management skills; experience working with global, cross-functional teams.
• Demonstrated ability to drive process improvement, manage escalations, and deliver results in high-pressure, client-facing environments.
• Working knowledge of FIS systems and the financial services industry is highly desirable.

Nice To Haves

• Experience supporting core banking platforms or large-scale financial applications.
• Familiarity with regulatory compliance, audit, and security frameworks relevant to financial technology.
• Track record of successful client implementations and production cutovers in a 24x7 environment.

Responsibilities

• Oversee day-to-day operations of the SRE team, ensuring seamless 24x7x365 support for MBP production and non-production environments.
• Lead incident, problem, and change management processes, driving rapid resolution and root cause analysis for critical issues.
• Manage on-call rotations and regional shift coverage, balancing cost-effectiveness with staff well-being and client expectations.
• Foster a culture of automation, reliability, and continuous improvement—championing SRE best practices across deployment, monitoring, and capacity planning.
• Collaborate with development, product, and client teams to align reliability goals, drive innovation, and support new client implementations.
• Track and report on key performance indicators (KPIs), service level objectives (SLOs), and error budgets; escalate risks and drive corrective actions as needed.
• Ensure compliance with security, audit, and access management policies, including oversight of access provisioning and approval workflows.
• Mentor, coach, and develop SRE team members, supporting ongoing training, certification, and career growth.
• Contribute to strategic planning, resource allocation, and long-term vision for SRE within the MBP organization.

Benefits

• Competitive salary and benefits package.
• Opportunities for international collaboration
• A modern, inclusive work environment focused on innovation and continuous learning.
• Access to professional development, training, and career advancement resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees