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Product Support Representative III

3 months ago

Pune, Maharashtra, 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%

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

We are looking for experienced Support Staff to provide product support over weekends as part of a Global Service Desk team. The staff from this team will be responsible for providing support coverage over weekends to FIS clients using multiple FIS products with support coverage expected to start from Friday afternoon IST and continue until Monday evening IST. The team will work in rotational shifts during these days and provide seamless coverage to such clients and products. This role will require interacting directly with clients via phone and using agreed ticketing tools as well as coordinating with internal stakeholders such as Functional Product Support teams, Technical Support teams, IT Operations teams, Incident Management teams and Development teams.

What you will be doing

Your main responsibilities would be to be the first point of contact for all client requests raised over weekends i.e. Friday evening IST to Monday morning IST

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

  • Monitor queue over weekends for Functional/Technical Support Requests using FIS Ticketing Tools
  • Send first response within SLAs during this monitoring period, staff would need to customize such responses based on per ticket severity.
  • Receive phone calls and register conversations in ticketing tool as appropriate
  • For Severity 1 issue (Application being entirely down and no one from client side can proceed with their BAU work), engage: a. CIO/ IT Ops team by logging a ticket with them for all Severity 1 issues where CIO/ IT Ops team is required to provide a resolution. b.Engage Functional CX via On- call for only Severity 1 issues.
  • Schedule bridge calls with the client for Severity 1 issues and engaging relevant stakeholders within FIS for such calls.
  • Own all client communication during such Severity 1 issues, providing regular updates to clients via the Ticketing Tool or email as per agreed SLAs.
  • Resolve access-related tickets (password reset, User or User Group creation/amendment/deletion etc.) as per agreements with various product stakeholders and/or applicable client SLAs.
  • Provide handover of all outstanding tickets to the relevant teams or per process so that it can be picked up by the core CX teams on Monday/ first time they start working during normal shifts
  • Documentation – Contribute to Service Desk knowledge base; develop and maintain procedural and policy documentation as required
  • Perform Alert/Batch monitoring tasks as per agreed SOPs and resolve alerts/ as defined in the SOP Playbook

What you bring:

Knowledge / Experience

  • Experience of working in 24x7 support teams.
  • Flexible to work in rotating shifts primarily over weekends
  • Flexible to work in Night Shifts
  • Excellent oral and written communications skills
  • Good interpersonal and communication skills
  • Basic knowledge of IT environments, hardware and technology (servers, networks, virtualization and cloud).
  • Experience of working with multiple Ticketing Tools
  • Good analysis and problem-solving capability - Desirable
  • Working knowledge of diagnostic utilities - Desirable

Qualifications

Bachelor's Degree in Science/Computers/Engineering or the equivalent in education with relevant experience

ITIL v3 Foundation or higher (Desirable) / familiarity with the fundamental principles of ITIL

Competencies

  • Fluent in English
  • Self-starter but team mindset - work as part of a global team
  • Customer service and team focus
  • Ability to work effectively with minimum supervision with a strong sense of ownership

What we offer you

  • A modern, international work environment and a dedicated and motivated team
  • A competitive salary and benefits
  • A variety of career development tools, resources and opportunities
  • Time to support charities and give back in your community
  • A fantastic range of benefits designed to help support your lifestyle and wellbeing
  • Great workspaces with dedicated and motivated colleagues
  • A broad range of professional education and personal development opportunities
  • A work environment built on collaboration, flexibility and respect

With a 50-year history rooted in the financial services industry, FISTM is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor's 500 Index.

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 FIS Online Privacy Notice.

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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