App Support Professional

App Support - Unix, Linux, SQL with Investment Banking Domain

As a Production Support Representative Senior , you will provide Level 2 application support for FIS Cleared Derivatives (CD) applications, ensuring seamless operations for leading investment banking clients. You will be responsible for supporting Trade Booking, Matching, Reconciliations, Position Management, Cash & Collateral Management, Reporting, and Trade Settlement .

Your role involves proactive issue resolution, incident management, and collaboration with cross-functional teams to ensure smooth operations. You will troubleshoot technical and functional issues, manage escalations, and adhere to SLAs. Additionally, you will contribute to system monitoring, root cause analysis, and process improvements while working in shifts, including early mornings, extended hours, and occasional weekends.

About the Team:

The Exchange Traded Derivatives (Utility) Production Support Team ensures high availability, reliability, and performance of post-trade processing applications that covers middle-office and back-office responsibilities for global investment banking clients.

Key Responsibilities:

• Serve as the primary point of contact for investment banking clients, provide Level 2 support and addressing inquiries and providing expert support for Exchange Trade Derivatives (ETD) products.
• Investigate, troubleshoot, and resolve functional and technical issues with applications hosted at FIS and at Client environments
• Manage incident tickets, escalations, and problem resolutions within SLAs.
• Assist with internal and external audits
• Liaise with development teams for issue fixes and enhancements.
• Maintain strong relationships with clients , providing timely updates and ensuring a positive customer experience.
• Participate in Disaster Recovery (DR) and Business Continuity (BCP) tests .
• Perform application monitoring using tools like Geneos, Prometheus, Grafana, Autosys
• Support ITIL-based processes such as incident management, problem management, change management, release management, capacity planning etc.,
• Document client issues and recurring challenges to improve efficiency.
• Document client issues and recurring technical challenges to improve product quality and efficiency .

What You Bring (Knowledge & Experience)

• 6 - 9years of experience in production or product support within capital markets, investment banking, or financial services.
• Strong knowledge of capital markets and Exchange Traded Derivatives post-trade activities.
• Hands-on experience with UNIX/Linux, Shell scripting, SQL (MS-SQL, Oracle) .
• Familiarity withmonitoring tools (Geneos, Prometheus, Grafana) andscheduling/automation tools (Autosys) .
• Service Request, Incident, problem, change, release and deployment management experience (ITIL framework) .
• Proven client-facing experience with excellent verbal and written communication skills to interact with clients and internal teams
• Ability to work independently, prioritize tasks, and handle critical issues efficiently.

Essential Skills

• Expertise in UNIX/Linux, Shell scripting, SQL , and database operations.
• Experience with financial services, capital markets
• Experience with automation tools like Autosys, Control-M for job scheduling and monitoring
• Strong Problem-solving, troubleshooting, and debugging skills .
• Ability to work in shifts, including early mornings, extended hours, and weekends as required
• Experience with incident management, problem management, change management, release and deployment management etc., (ITIL framework) .
• Proficiency in ITIL-based processes and ticketing tools like ServiceNow, TeamSupport .
• Capability to work in a demanding environment with clear objectives and meet targets
• Good communication and interpersonal skills to interact with clients and internal teams.

Desirable Skills

• Knowledge of monitoring setup using toolslike Geneos, Prometheus, Grafana.
• Experience with Cleared Derivatives post-trade processes , including trade booking, trade matching, reconciliations, and settlements.
• Prior banking/financial institution experience .
• Exposure to cloud-based environments and automation technologies .
• SRE knowledge

Education & Certification

• Bachelors degree in computer science, Engineering, Technology or a related field OR equivalent education, training, or work experience.
• ITIL v3/v4 certification is a plus.