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Senior Technical Support Specialist

1 month ago

Chennai, Tamil Nadu, India FIS Full time

About the Role

We are seeking a highly skilled Senior Technical Support Specialist to join our team at FIS. This is a multifaceted role with a high degree of responsibility and a broad spectrum of opportunities for growth and development.

Key Responsibilities

  • Act as focal point for incident review and escalation if necessary, ensuring service level agreements are met in support of clients' and company's mission-critical business requirements.
  • Support a computer operations environment that meets all service level agreements, including US time availability, response time parameters, etc., and availability targets, working across a wide array of application lines and engaging various levels of management to ensure service call completion while playing the ticket building role.
  • Familiar with the ticket building process in technical environments, as the Incident Management process is a key input into established Change and Problem processes.
  • Develop, coordinate, and promote incident management activities across enterprise, taking responsibility for effective functioning of Incident Management processes across all support areas.
  • Manage and direct technical and functional specialists and computer operations staff in restoration of service during an incident, acting as liaison between inter or intra-datacenter teams for high-severity incidents.

Required Skills and Qualifications

  • 3 to 6 years of considerable knowledge of Service call experience with various clients.
  • Well-versed with ticket building and incident management principles, procedures, and techniques.
  • Considerable knowledge of standards and best practices relevant to the information technology industry, including ticket raising in technical services environments.
  • Strong knowledge of issue resolution and escalation practices, FIS products and services, and IT infrastructure.
  • Ability to apply analysis and creative thinking when solving problems and conflict, providing acute attention to detail.
  • Decision-making ability within specified parameters, as well as independent and collaborative decision-making skills.

Benefits

  • A competitive salary: $90,000 - $120,000 per year, depending on experience.
  • A broad range of systematic education and personal development possibilities – FIS is committed to helping you grow professionally and personally.
  • A variety of career development tools, resources, and opportunities.

What We Offer

FIS offers a dynamic and supportive work environment, where you can build a rewarding career and contribute to the success of our clients. If you're passionate about delivering exceptional customer service and have a strong background in technical support, we encourage you to apply for this exciting opportunity.