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Job Title
Tech Lead, Client Tech Support Engineering

4. Technical Lead - Client Tech Support

Position Summary

The Technical Lead is responsible for providing technical leadership, operational governance, and strategic direction for Tech support services. The role ensures application stability, operational excellence, team capability development, and successful delivery of client support objectives.

Key Responsibilities

Technical Leadership

• Serve as the primary technical authority for supported applications.
• Define support strategies, standards, and best practices.
• Provide guidance during major incidents and critical production events.
• Review technical designs, operational procedures, and support readiness.

Service Delivery Leadership

• Ensure compliance with SLAs, operational KPIs, and client commitments.
• Drive continuous improvement initiatives and automation opportunities.
• Monitor support performance metrics and identify improvement areas.
• Lead operational reviews and service improvement plans.

Incident & Problem Management

• Govern major incident management processes.
• Lead root cause analysis and corrective action planning.
• Drive reduction of recurring defects and operational risk.
• Coordinate cross-functional teams during high-severity incidents.

Team Development

• Mentor and coach support engineers across all levels.
• Conduct technical reviews and knowledge-sharing sessions.
• Support hiring, onboarding, and capability development initiatives.
• Foster a culture of ownership, innovation, and continuous learning.

Technical Requirements

Oracle Track

• Expert knowledge of Oracle SQL and PL/SQL.
• Strong database performance analysis and troubleshooting expertise.
• Deep understanding of enterprise-scale database architectures.

.NET Track

• Expert understanding of .NET application ecosystems.
• Experience supporting large-scale distributed applications.
• Strong knowledge of integrations, APIs, logging frameworks, middleware, and application architecture.

Required Competencies

• Technical leadership and decision-making.
• Strategic thinking and operational excellence.
• Strong mentoring and coaching capabilities.
• Banking or financial services domain expertise preferred.
• Excellent verbal and written communication skills with the ability to engage effectively with clients, stakeholders, and cross-functional teams.
• Proven experience discussing product functionality, technical concepts, and system behaviour with clients in a clear and professional manner.
• Strong troubleshooting and problem-solving background, with a demonstrated track record of analysing technical issues and guiding clients through resolution.

Domain Knowledge

• Strong understanding of mission-critical banking applications, payment processing, transaction flows, application dependencies, and production support controls.
• Ability to assess operational risk, SLA impact, and client impact during complex incidents and production events.

Work Schedule & Coverage Requirements

• Ability to support and lead teams operating across rotational shifts and global coverage windows.
• Willingness to provide technical escalation support during late-evening, overnight, early-morning, and critical production support windows.
• Ability to support US-aligned business hours, swing-shift coverage, and bridge coverage between global support locations.
• Experience supporting or leading 24x7 production support environments preferred.
• Ability to provide leadership during major incidents, production events, and escalations outside standard business hours.

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.