Product Support Representative III

1 month ago

Pune, India FIS Global Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Commerce/Business

Travel Percentage :

0%

JR0267710 Product Support Representative III 

As the world works and lives faster, FIS is leading the way.  Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, weâd like to ask you: Are you FIS?

About the role:.

  • This role is part of Production Support Team and entails production support of FIS Data Integrity Manager for hosted clients.

About the team: 

This role is part of FISâ Data Integrity Manager Production Support team responsible for supporting DIM hosted clients.

  • We are a client facing function, a first line of defense/interface into FIS eco system for our clients â to address Software/Infra issues, understand/clarify product behaviour etc.
  • We have follow-the-sun model in place (24X7)
  • Our role requirements ranges from a simple service deck -> Technical -> Functional -> Techno-functional -> Enterprise Service/Client Service managers.
  • We are a strong team of 450+ client facing staff with a strong ITIL mindset and solution driven philosophy
  • We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS)
  • We use cutting edge & in-market tools and data governance using AI/ML to provide clients intelligence to conduct their business.

What you will be doing:

Your primary responsibilities will be to provide a high level of client experience in form of support and technical expertise for helping clients get the best use out of the applications.

Principal Responsibilities: The successful candidate will be involved in all the following aspects of the role:

  • As a member of Data Integrity Manager CX team, you will be supporting the environments for hosted clients in the public and private cloud.   
  • Issue Management of issues logged with Team Support, to include;
  • Accurate and timely logging of issues within the Call Tracking System
  • Prioritize issues according to set guidelines
  • Sending out First Responses to customers based on SLAs
  • Issue investigation and resolution based on SLAs
  • Issue escalation where required â both internally and externally
  • Manage expectations with the client around timelines, support approach and status
  • Assist in Severity Incident calls by assisting Enterprise Incident Management (EIM) process.
  • Become eventually a subject matter expert for IntelliMatch for the Hosted Customers.

What you will need:

  • 4 - 8 years of strong reconciliation development experience in all modules of IntelliMatch (Recollector, Admin, Reconciliation).
  • 4 - 8 years of strong database experience in SQL.
  • Bachelorâs degree in computer science or information systems or the equivalent combination of education, training, or work experience
  • Extensive experience of software/service solutions delivered on a hosted and managed basis including SQL Server
  • Knowledge of the financial services marketplace
  • Reconciliation knowledge
  • Competent in best practice principals of risk, information security and compliance.
  • Proven expertise in managing, troubleshooting and supporting windows-based application on the public cloud

Added bonus if you have

  • Good communication skills for clear and effective interaction with both internal and external parties.
  • Self-starter with good interpersonal skills and a solution driven approach.
  • Knowledge of IntelliMatch NextGen is desirable
  • Scripting languages such as POWERSHELL, Windows Batch Scripting will be added advantage.
  • Working experience with Team Support, ServiceNow will be useful.

What we offer you:

At FIS, you can learn, grow and make an impact in your career.

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.

#pridepass

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