Sr Manager, Product Technical Support

FIS

1d•Hybrid

About The Position

The Product Support Manager (PSM) leads day-to-day operational support for FIS Commercial Loan Servicing (“CLS”) product, ensuring client incidents, service requests, and escalations are handled efficiently, professionally, and within service expectations. The PSM provides hands-on operational leadership, maintains real-time oversight of the support queue, and ensures high-quality client communication and ticket execution. Acting as the primary point of escalation for technical issues, the PSM collaborates with Product, Development, and Platform Operations to restore service quickly and prevent repeat issues. The role is accountable for SLA attainment, team readiness, ticket quality, and adherence to One FIS standards—strengthening client trust, reducing operational risk, and driving continuous improvement across the support function. Please note: This is a full-time hybrid position required onsite at the FIS Headquarters in Jacksonville, FL. Hybrid Schedule: Monday - Friday 8:00 am to 5:00 pm ET Onsite days: Tuesday, Wednesday, & Thursday

Requirements

Bachelor’s degree in business, computer science or related discipline or the equivalent combination of education, training, or work experience.
5+ years’ experience in leading Client Support, Professional Services, or Sales teams.
Familiarity with the FIS products and service suites.
Strong leadership qualities, decision-making abilities, and business judgment.
Proven track record of building high-performance teams and making tough decisions.
Exceptional verbal and written communication skills.
Client relationship management skills
Positive and resilient nature with a strong work ethic.
Monday – Friday, 8am to 5pm
Occasionally Overtime required
Occasionally Weekends required
Travel percentage for this role: 10%

Nice To Haves

FIS Commercial Loan Servicing experience
ITIL process management experience
Cloud hosting knowledge (FIS Data Center and/or Microsoft Azure Cloud Hosting)

Responsibilities

Serve as the Product Support Manager for Commercial Loan Servicing product
Own the end-to-end client support experience, ensuring timely resolution of issues and proactive engagement with clients.
Lead and mentor support teams, across geographies, including offshore and onshore units.
Drive improvement in agreed client metrics through proactive client and internal engagement and streamlined processes.
Leverage support engineering experience to guide technical troubleshooting, root cause analysis, and hosting environment optimization.
Partner with hosting teams to ensure infrastructure reliability and performance for Commercial Lending solutions.
Establish and maintain governance frameworks for client support, including reporting, escalation management, and client satisfaction metrics (e.g., NPS, OSAT, ticket backlog).
Drive continuous improvement initiatives based on data insights and client feedback.
Operate within the Enterprise Agility model, aligning with peer group and value streams to drive strategic outcomes.
Collaborate with Product, Development, CIO (Platform Ops) and Professional Services teams to ensure support readiness for new releases and product changes.