Strategic Leadership: Define and drive the technical direction of the support organization, aligning with business goals and customer needs. Expert-Level Troubleshooting: Lead resolution of the most complex and high-impact technical issues, ensuring rapid recovery and long-term stability. Cross-Functional Influence: Collaborate with engineering, product, and operations teams to shape product architecture, reliability, and supportability. Innovation & Automation: Architect and implement advanced support tools, diagnostics, and automation frameworks to improve efficiency and scalability. Incident & Problem Management: Lead major incident response efforts, post-mortems, and root cause analysis with a focus on continuous improvement. Mentorship & Talent Development: Coach and mentor senior engineers, fostering technical excellence and leadership across the support team. Knowledge Leadership: Author and maintain high-level technical documentation, whitepapers, and best practices that guide the broader organization. Customer Advocacy: Represent the voice of the customer in strategic discussions, ensuring support insights inform product and service enhancements.
Highly experienced professional recognized as a master in their discipline. Work involves managing or contributing to large-scale, long-term projects, investigations, and analysis to address undefined problems. Responsibilities include developing new applications using advanced professional principles and theories as well as shaping strategic direction through expert evaluation of-complex business challenges and the development of innovative precedent-setting solutions. Colleague serves as a key resource, shaping policies and practices across the organization and influencing decisions. A university degree is required, typically supported by significant experience and often an advanced degree such as a PhD or MS.
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Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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