Technical Services Manager

1 week ago

Pune, Maharashtra, India Fiserv Full time

We are looking for a highly skilled Technical Services Manager to join our team at Fiserv. Responsibilities

As a Technical Services Manager, you will be responsible for onboarding and rolling out new clients on our standard integration platform. You will work directly with clients to perform implementations, consult on our product suite, and discuss application design. You will also engage with project/implementation managers from other Fiserv teams and/or clients, identify and clear roadblocks, negotiate deadlines, define priorities with implementation engineers, and manage risks.

Key Responsibilities

  • Perform implementations for Fiserv's clients via telephone, e-mail, and web-based contact channels.
  • Deliver professional and timely client/internal communications regarding current implementation/support cases.
  • Thoroughly track, organize, and document all product and support related activities.
  • Develop and maintain a full understanding of Fiserv products and services and stay abreast of relevant industry trends and best practices.
  • Handle mission critical projects during and after implementation.
  • Analyze Network issues, understand the flows and dependencies, and discuss them with the Network engineers.
  • Accountable for driving production incidents to resolution, by analyzing and coordinating with the required parties and always acting as the owner and leader of the situation.
  • Discuss technical issues with business analysts and developers.
  • Recreate problem locally and identify underlying defects.
  • Perform technical evaluation of the defects.

Requirements

  • 12+ years of relevant experience.
  • Knowledge of SQL.
  • Financial industry experience.
  • Strong self-motivation with excellent time management skills, including ability to work on time sensitive projects to meet deliverables by expected due date.
  • Analytical skills to assess client business need, identify solutions, and manage requirements.
  • Work on multiple projects in parallel.
  • Excellent communication skills including written and verbal.
  • Possess excellent organizational and interpersonal skills, with good follow-up skills and attention to detail.
  • Proficient in computer systems and personal computer use.
  • Knowledge of business methods and practices in the financial services industry is highly desirable.
  • Ability to work independently and collaboratively.
  • Creative problem-solving skills.
  • Strong analytical and troubleshooting abilities.
  • Ability to exercise appropriate judgment/decision making skills to ensure client success.
  • Initiate and or attend troubleshooting sessions during regular and after hours when needed on priority.
  • Work with internal teams on process improvements.
  • Manage priorities within and across projects based on a faced paced culture while continuing to focus on quality of deliverables.
  • Incumbent may coach, cross-train, strain, assist, and in general help others as assigned.

Preferred Qualifications

  • Experience with financial wires, risk and fraud tied to financial wires is a plus.
  • Experience with FedNow and/or Real Time Payments is a plus.
  • Experience with Microsoft Windows Workstation and Server operating systems, physical and virtual environments.
  • Experience with peripheral deployments.
  • Basic understanding of data communications and LAN/WAN.
  • Previous customer service experience.

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