Fiserv Client Tech Support Engineer

2 weeks ago

Pune, Maharashtra, India Fiserv Full time

Unlock your potential and join a team of innovators at Fiserv, a global leader in payments and financial technology. As a Sr Associate, Client Tech Support Engineering, you will play a critical role in delivering superior value to our clients through leading technology, targeted innovation, and excellence in everything we do.

Key Responsibilities:

Service Delivery:

  • Perform routine work as per client requests
  • Validate application and system health after planned maintenance or on an ad-hoc basis to meet client expectations for system availability
  • Demonstrate ability to execute complex, technical system administration procedures

Incident Management:

  • Respond to, investigate, and resolve issues involving production applications and services using documented procedures and solutions
  • Escalate and/or engage other support groups as needed to meet service targets for resolution quality and timeliness

Problem Solving:

  • Take a methodical and tenacious approach to identify underlying problems and make recommendations for resolution

Case Management:

  • Prioritize tickets
  • Regularly pick, update, and communicate as needed to resolve issues in timely manner
  • Follow Customer First approach and ensure customer satisfaction when addressing to the tickets

Documentation:

  • Accurately and concisely document production support issues for subsequent root cause, operational and management analysis, and reporting
  • Contribute to the continuous improvement of reference material by proactively filling gaps, correcting mistakes, and resolving ambiguity. Seek review from colleagues on your proposed changes

Requirements:

  • Experience with and ability to use Microsoft Office applications
  • Ability to work under pressure to complete tasks on schedule and with high quality
  • Detail-oriented with ability to execute complex, technical system administration procedures
  • Good understanding of ITIL framework and service delivery
  • Proven customer service skills
  • Excellent written and verbal communication
  • Able to work independently and as part of a broadly skilled team
  • Mobile application or financial applications experience

Preferred Qualifications:

  • Web Tier: IIS administration, Web browsers, Navigation
  • Application Tier: Windows Server applications
  • Data Tier: SQL database & queries
  • Infrastructure: Windows Server administration, using BAT/PowerShell/Java script, TCP/IP networking concepts
  • Splunk, Dynatrace, ControlM knowledge will be added advantage
  • Qualification in Information Technology or Computer Science
  • Ability to work non-standard hours and holidays as part of 24X7 team
  • Apply using your legal name
  • Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable)

About Fiserv:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune magazine's "World's Most Admired CompaniesTM" 9 of the last 10 years, one of Fast Company's Most Innovative Companies, and a top scorer on Bloomberg's Gender-Equality Index, we are committed to innovation and excellence.

Our Commitment to Diversity and Inclusion:

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 business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won't ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won't send you a check to cash on Fiserv's behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.

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