GENERAL DUTIES & RESPONSIBILITIES
o Lead and manage the Global Delivery teams and liaison with senior onsite managers / stakeholders to mirror global operating model
o Manage operations / activities using prescribed ITIL based process and ensuring SLAs are met in all service delivery processes i.
e. Incident management, Problem management, Configuration management, knowledge management, Change management
o Ensures compliance with organization policies, procedures by team members in the day to day support / activities
o Provides inputs, metrics and other information as necessary to perform enterprise resource capacity planning
Track all key risk metrics, improve service quality through increased platform stability,mean time to resolution and drive key technology transformation projects
o be key point of escalation contact for any service delivery related issues for the team and senior management
Bachelor’s degree or the equivalent combination of education, training, or work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
o 15-18 years applied experience in managing offshore operations / platform services in Banking / financial environment
o Exposure in managing support team with various technology skills inclusive of System administrator (Linux / Solaris) / Middleware / Scheduling tools hands on experience is must
o Ability to get invlved in priority1 or critical issues and manage customer / senior stakeholder.
o Experience in collaborating with development / client services and other teams within the organization
o Excellent stake holder management skills
o Ability and capacity to manage multiple deliverables and projects in a dynamic enterprise service delivery environment.
o Good customer handling skills includes, but not limited to, timely client responses, problem solving, and an ability to successfully work with technical and non-technical customer base.
o Knowledge of ITIL processes / Agile development process / DevOps
o Able to handle special service delivery assignments and projects, independently or in collaboration with a team.
o Excellent verbal & written communications skills required.
o Ability to work effectively in a global team environment as well as independently.
g., executive, management, individual contributors
FIS JOB LEVEL DESCRIPTION
Director level role. Expert knowledge of the field. Proficient understanding of all operations processing policies and procedures.
Works on complex tasks, projects or issues that involve a high degree of risk, impacts business unit performance and makes use of the individuals’ high level of knowledge within one or more areas of specialty.
Coaches and mentors staff. Works without supervision on the most complex projects. Complete latitude for independent judgment.
Typically requires fifteen or more years of experience and up to five years leadership responsibility or the equivalent combination of education and experience in an operations processing organization.
With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions.
We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries.
Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients.
For specific information on how FIS protects personal information online, please see the
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.
The EEO is the Law poster is available and
For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer : In developing this job description care was taken to include all competencies needed to successfully perform in this position.
However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation.
All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
As part of the selection process this role may require an assessment to determine suitability