Production Support Sr Manager, Operations

FIS Global • Jacksonville, FL

5d • Hybrid

About The Position

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.

Requirements

• 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)

Nice To Haves

• 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.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior