Manager, Client Tech Support Engineering

Job description

Calling all innovators – find your future at Fiserv. We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv. Job Title Manager, Client Tech Support Engineering Manager – Client Tech Support Position Summary The Manager, Application Support is responsible for leading a team of Tech Support Engineers, Specialists, and Technical Leads to deliver high-quality production support services for critical banking applications. This role oversees service delivery, incident management, operational excellence, client satisfaction, team development, and continuous improvement initiatives while ensuring adherence to service level agreements (SLAs) and organizational objectives. The Manager serves as the primary escalation point for complex technical and operational issues and collaborates closely with Product Management, Engineering, Infrastructure, Database, and Client-facing teams to ensure application stability and superior customer experience. Key Responsibilities Service Delivery Leadership Lead and manage daily production support operations for mission-critical banking applications and services. Ensure achievement of established SLAs, operational KPIs, and client commitments. Oversee application availability, performance, and operational health across supported environments. Drive service excellence through proactive monitoring, governance, and operational reviews. Ensure successful execution of planned maintenance, application upgrades, and production releases. Review support metrics and identify opportunities to improve service quality and operational efficiency. Manage support coverage and workforce planning to meet business needs. Incident Management & Escalation Leadership Act as the highest point of operational escalation for critical incidents and client-impacting issues. Lead Major Incident Management activities and coordinate cross-functional teams during high-severity events. Ensure timely communication to clients, business stakeholders, and senior leadership during service disruptions. Review incident trends and drive corrective actions to minimize recurring issues. Ensure root cause analysis (RCA) documentation is completed with actionable preventive measures. Establish governance around incident management processes and adherence to support standards. Problem Management & Continuous Improvement Drive proactive problem management initiatives to reduce incident volumes and improve application stability. Identify opportunities for automation, simplification, and process optimization. Implement operational best practices and support process improvements. Lead service improvement programs focused on productivity, risk reduction, and increased customer satisfaction. Establish knowledge management practices to improve support effectiveness and team capability. Technical Leadership Provide strategic technical guidance across Oracle PL/SQL and .NET-based applications. Partner with Technical Leads and Specialists to address complex technical challenges. Support architectural reviews, production readiness assessments, and operational risk evaluations. Ensure technical standards and support best practices are consistently followed. Facilitate technical knowledge sharing and cross-training within the team. Team Leadership & People Management Lead, coach, and develop a team of Associates, Professionals, Specialists, and Technical Leads. Conduct performance discussions, career development planning, and mentoring activities. Support hiring, onboarding, workforce planning, and talent development initiatives. Foster a culture of accountability, collaboration, continuous learning, and customer focus. Drive employee engagement and retention through effective leadership and recognition programs. Ensure team members have appropriate technical and professional development opportunities. Client & Stakeholder Management Build strong relationships with internal and external stakeholders. Participate in client governance meetings, operational reviews, and escalation discussions. Act as an advocate for clients while balancing organizational priorities. Ensure timely and professional communication during incidents, major releases, and service reviews. Partner with Product, Development, Infrastructure, and Business teams to align support strategies with business objectives. Technical Requirements Oracle PL/SQL Applications Strong understanding of Oracle SQL and PL/SQL technologies. Knowledge of packages, stored procedures, functions, triggers, views, indexes, partitions, and performance tuning concepts. Ability to review and guide troubleshooting of database-related incidents and performance issues. Experience supporting large-scale enterprise database applications. .NET Applications Understanding of .NET application architecture and support best practices. Familiarity with C#, .NET Framework, Angular, REST APIs, WCF, WPF, and Windows-based applications. Knowledge of application diagnostics, logging frameworks, monitoring tools, and integration troubleshooting. Experience supporting enterprise applications utilizing Oracle databases. Preferred Qualifications Banking or Financial Services industry experience. Experience managing application support teams in a production environment. Strong understanding of Incident Management, Problem Management, Change Management, and Service Management processes. Experience leading geographically distributed teams. Domain Knowledge Banking, payments, financial services, fintech, or transaction-processing experience strongly preferred. Strong understanding of mission-critical banking applications, payment processing, transaction flows, production support controls, SLA sensitivity, client impact, and operational risk. Experience leading support operations for client-facing financial technology environments preferred. Work Schedule & Coverage Requirements Responsible for ensuring adequate staffing and operational coverage across required business hours, including late-evening, overnight, rotational, and US-aligned support windows. Ability to manage teams operating in 24x7 or extended-hours production support environments. Willingness to provide leadership oversight during major incidents, client escalations, production events, and critical support windows outside standard business hours. Ensure workforce planning, shift allocation, escalation coverage, and business continuity support are aligned to client and operational requirements. Partner with leadership and workforce teams to maintain sustainable coverage across locations and time zones. Leadership Competencies Strategic Thinking Operational Excellence Client Focus People Development Decision Making Conflict Resolution Executive Communication Stakeholder Management Change Leadership Risk Management Typical Experience Manager: 12+ years of overall IT experience with 3-5+ years of people leadership and application support management experience, preferably within Banking, Financial Services, or other mission-critical enterprise environments. Thank you for considering employment with Fiserv.  Please: Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable). Our commitment to Diversity and Inclusion: Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. Note