Manager, Client Tech Support Engineering

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.

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.

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