Senior Lead Analyst - Product Support (SQL, L2 Support)

JR0282571 Product Support Representative II/ III

About the role:

• Provide level 1 and level 2 Application Product Support for FIS financial applications.
• Ensure timely resolution or escalation within SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress and handling customer with a professional attitude.
• Liaise with development team to get the fix for critical issues in timely manner.
• Provide level 1 Support: Both email and telephonic. Mailbox management, Ticket logging, Assignment, Update and validation.

About the team: 

• We are a client facing function, a first line of defense/interface into FIS eco system for our clients – to address Software/Infra issues, understand/clarify product behavior etc.
• We have follow-the-sun model in place (24X7), we are primary team for APAC & ME clients,
• Our role requirements range from a simple service deck -> Technical -> Functional -> Techno-functional -> Enterprise Service/Client Service managers
• We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS)

What you will be doing:

• Provide level 1 and level 2 Application Product Support for FIS financial applications.
• Good understanding of capital market areas.
• Good analytical and problem-solving skills with an aptitude to learn quickly.
• Candidate needs to have, or develop, an understanding of the functionality of the software and the underlying business to be able to handle customer issues efficiently.
• Ensure timely resolution or escalation within SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress and handling customer with a professional attitude.
• Liaise with development team to get the fix for critical issues in timely manner.
• Provide level 1 Support: Both email and telephonic. Mailbox management, Ticket logging, Assignment, Update and validation.
• The position involves working in early morning shift apart from normal working hours.
• Candidate should have good ITIL process knowledge and should be able to manage incident call, problem ticket etc.

What you will need:

• Candidate should have good ITIL process knowledge and should be able to manage incident call, problem ticket etc.
• Three or more years of demonstrated experience.
• Knowledge of SQL.
• Excellent communication skills written and verbal communication.
• Proven client facing experience, excellent communication.

Added bonus if you have:

• Knowledge of Unix/Linux, Python will be an added advantage.
• Good understanding of capital market areas and financial instruments like Foreign Exchange, Money Market, Fixed income, and Derivatives.

What we offer you:
At FIS, you can learn, grow, and make an impact in your career.

• Extensive Health Benefits Program along with the Family Protection Plan
• Best-in-class career mobility options across the globe
• Award-winning learning offerings for career development
• Adaptable home - office work model
• Opportunity to work with global teams and clients

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

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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