The Director of Operation is responsible for the operational support of a growing suites of platforms in Fiserv’s Digital Merchant Solution’s service offerings. Responsibility includes providing required systems / application / middleware / infrastructure support (Tier 2 & 3), while partnering closely with application engineering, application delivery and infrastructure engineering teams.

The candidate will also be an escalation point of contact for platform and applications incident, and is required to handle client facing challenges, and provide direction and leadership leading to successful resolution. Participation in an active on-call rotation is vital to maintaining acceptable levels of service delivery for clients.

The role is accountable leading a team with daily tasks on monitoring, configuration management, reporting, and run of utilities, in support of managing and validating platform architecture stack. This includes the following:

• Application/Systems/Middleware Administration includes monitoring/managing application performance, log file reviews, analysis and trending.
• Ticket and Problem Management includes fault triage; opening, tracking and reporting on tickets; testing patches and hotfixes provided by product engineering; deployment of fixes into production environment; verify and track faults.
• Environments Configuration and Release Support include Production and Non-Production environments.

Responsibilities:

• Coordinate delivery of day-to-day service support, including ownership over the tracking and solution of issues, and related Tier 2/3 Application/Systems/Middleware support readiness and serve as the Digital Merchant Solutions Operation lead.
• Create and Engage in 24/7/365 support for internal and external revenue generating platforms across the enterprise.
• Forecast and manage infrastructure capacity planning and growth.
• Support the organization in project delivery, such as new initiatives or upgrades to new platforms.
• Manage the software lifecycle, and engineer system performance at optimum levels.
• Manage the daily operation of engaged support Managed Service provided by partnering vendors, to include supervising staff that recruit, on-board, and manage the daily facility appointments.
• Manage the administration of the organization’s ticketing and issue tracking system that handles all inquiries. Regularly provide reports on issues and trends with an eye on implementing solutions to reduce the incidence of problems.
• Establish and operationalize standardized operational processes for new services.
• Ensure seamless production support of new patch upgrades, and key BAU support (i.e. new products and services support).
• Identify, recruit, develop and retain a high-performance team of professionals.
• Serve as the point of contact to operational vendors and supported Business and IT teams.
• Work closely with internal stakeholders including, Business, IT, production support services and leadership to ensure timely visibility and business continuity operation support.
• Work to create simplified support solutions to reduce issues and/or impacts on business and maintain required level of production operation SLAs (Availability, RTO, RPO, transaction throughput).
• Lead the day-to-day internal operations team, including supervision of operations associates and customer support associates. This will include the recruitment, hiring, training, and development of employees to support the growth of the department managed.
• Manage department and employee specific Key Performance Indicators.

Who We Are:   Fiserv’s Global Merchant Solutions Platforms enable commerce to follow consumers across omni-channel devices, including mobile phones, connected cars, and IoT devices. By providing connectivity to otherwise disparate merchants – such as automakers and gas stations, or restaurants and sports venues – these platforms effectively bridges the gap between digital and brick-and-mortar commerce, powering a frictionless consumer experience while allowing businesses to maximize their footprint in the digital world.

Our platforms safely and securely enables payments, through any channel, and is compatible with a wide array of payment methods. The solution also enables frictionless payment experiences like order-ahead, pay-at-the-table, pay-at-pump, scan and go, delivery and pickup, in-car ordering, loyalty payments, and more.

Fiserv is an Equal Opportunity Employer/Disability/Vet.

• Bachelor’s degree in a related discipline or equivalent combination of skills and experience
• 5+ years of IT Support Operations or BRM management experience
• 3+ years of leadership/management experience supervising and managing a matrixed organization (onshore / offshore)
• 3+ years of experience with SDLC with service delivery tool (such as ServiceNow) and ITSM processes
• Proven communication skills to work with staff, and leadership
• Excellent analytical skills with a proven ability to manage multiple efforts, resolve and escalate issue and prioritize technical resources
• Independent and proactive approach to problem solving
• Team player and excellent interpersonal skills
• Able to work well in a fast-paced, changing environment
• Customer service background preferred

Additional Attributes

• Hands on experience in Systems Architecture/ Application Integrations/ Application Support/ Application Deployments.
• Experience with Cloud  technologies Azure / AWS (highly recommended)
• Experience with  Mobile Payments (highly recommended)
• Experience with SDLC, Agile development and Waterfall methodologies
• Experience with Pivotal Cloud Foundry (PCF) environment
• Experience with Java applications development and Spring framework
• Experience with monitoring systems such as Splunk, App Dynamics.
• Expertise in networking protocols, networking and routing strategies
• Expertise in reviewing, implementing and supporting Enterprise Security solutions including Web Service Security, SSL Mutual Authentication.
• Expertise in Web & Application servers including JBoss and Apache