Manager, Client Technical Product Support
Alpharetta , Georgia
December 12, 2017
Position Description

Position Purpose:

Find Your Forward at Fiserv, a FORTUNE™ 500 company, and join the industry leader in financial services technology. With more than 22,000 associates around the world, we’re pushing the boundaries of what’s possible with deep expertise and a commitment to innovation.

At Fiserv, you’ll find a collaborative environment that values teamwork and open-mindedness. Our unique combination of expertise and innovative spirit helps us deliver the most comprehensive financial solutions to banks and businesses worldwide. We’re helping more businesses move money faster and more easily than ever before. Explore the possibilities of a career with Fiserv and Find Your Forward with us.

Job Description Summary

The Biller Solutions Business Unit at Fiserv is looking for a Manager of Payment Operations, in Alpharetta, GA. The Manager will report to the Director of Payment Operations and working closely with other direct reports will be responsible for the day to day support of the BillMatrix Next overall production environment, incoming Incidents and Service Requests.

BillMatrix Next is the exciting new strategic application that will manage bill pay solutions as well as other critical path strategic needs of the Biller Solutions Business Unit.

The Payment Operations team owns and manages all client facing environments and not only manages client reported issues and requests but also monitoring, capacity planning, and overall environment health.  The team works closely with the development team, client implementations, ETG (Enterprise Technology Group), as well as Call Center Management and Representatives.  While the duties, at times, can be challenging, the position is a pivotal one for the Payment Operations team. The successful candidate will lead a large team of progressive thinking individuals who aren’t afraid to do things the right way as opposed to just doing work the same way and getting the same, not always positive results.  The team recently introduced a new operating model and the incoming manager will be required to own and manage that that model and be a champion of it.

The position calls for a high energy, quick thinking manager who has managed both production support and people.  We are a 24/7 operation and it is critical that anyone applying for this position understands this and are willing and able to be on call, get pulled into issues when not officially on call, motivate their team, and understand the needs of our Clients and their customers and prioritize work accordingly.

Responsibilities include, but not limited to: establishing the support process and spearheading day-to-day issue resolution and escalations related to the Portal Applications, managing incidents to resolution; requests for various services and operational readiness of new system functionality being delivered. The role will also be responsible for mentoring and helping the team establish best practices.

Essential Job Responsibilities:

  • Communications and Collaboration – The individual will need to build and maintain partnerships with the key stakeholders across infrastructure support and engineering, their development counterparts and senior leadership across both business and technology.
  • Continuous Improvement – Focuses team on root cause analysis, pattern identification and continuous improvement to optimize application performance, resiliency and reliability.  Works with the application development owners to correct repeat issues, and educate both the level 1 and 2 support teams on how to handle application support issues.
  • Associate Development – Mentors associates toward achieving business and personal development objectives.  Provides consistent and clear feedback to team members on performance against goals and objectives.  Assesses individual contributions and potential to develop associates including performance plans where necessary.  Responsible for the organizations effectiveness including hiring, performance management and termination as necessary to improve the overall capabilities of the organization
  • Oversee and manage a team of production support analysts that resolve user and auto initiated incidents and requests
  • Reviews and vets through impacts of requests for change ensuring proper risk mitigation in place for changes
  • Troubleshoot/problem solve production issues as they arise
  • Improve upon existing support capabilities both at the Level 1 Support as well as within own team to ensure capabilities meet the needs
  • Ensure operational readiness of development efforts including monitoring, alerting, supportability of change.

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.

Required Qualifications:


  • Bachelor Degree in Computer Science or Computer Information Systems or related work experience equivalent
  • PMP is desired but not required

Job Related Experience:

  • 5+ years application support management experience
    • Development and/or support experience in .NET Framework (C#, ASP.NET, MVC, Web API, WCF (SOAP/REST, CA Workload Automation)
  • Database (SQL Server)
  • Experience with Service Now IT Service Management and Incident Management Tool (or equivalent industry tool)
  • Hands on Experience with Agile/SCRUM/Kanban
  • Experience working hands on with a financial application – preferably a bill payment application
    • ACH Processing
    • Credit/Debit Card Processing
    • File Transmissions

Additional Skills and Knowledge:

  • Excellent leadership and analytical, and organizational skills
  • Must have strong written and verbal communication skills
  • Must be intrinsically motivated and detail oriented
  • Must be able to organize, multi-task and prioritize work
  • Must possess strong interpersonal skills in order to work in a diverse, dynamic and fast-paced environment.
  • Must have desire and ability to learn quickly.
  • Ability to be on call and work nights and weekends as required for client support purposes is a must
  • Additional Desirable Skills:
    • Splunk, ExtraHop, SiteScope, SCOM, CEM and APM Cloud Monitoring Tools
    • ITIL experience or certification
  • Able to lead complex technical discussions with developers and engineers, building consensus and creating action plans
  • Experience working face-to-face with multiple clients and multiple business units
  • Industry Knowledge:  Knowledge of the organization's industry group, trends, directions, major issues, regulatory considerations, and trendsetters; ability to apply this knowledge appropriately to diverse situations.

A little about us:

Not ready to apply? Join our Talent Network.

Know someone who would be interested in this job? Share it with your network.