Product Support Professioanl

About the team

In todays highly competitive market, firms not only have to ensure smooth processing, but also respond to more stringent reporting requirements and increasing demands for information both from within and outside their organization. Throughout the industry there is mounting pressure on organizations to do more, requiring a clear technology strategy that not only addresses the demands of today, but also enables the growth and performance of tomorrow.

We are Security Finance Trading and collateral (SFTC) - SD (Service delivery) Team providing Services to our Client Globally, so we have different teams working on different products.

About the Product FIS Securities Finance Trading and Collateral- SD

Service Catalogue of the high level tasks required for Post-Delivery.

Post-Delivery tasks are carried out by the SD team with help from CX, CIO, GFS SQL and some other teams.

This is ALL in FIS Cloud in UK and America data centres and DOES NOT yet cover Azure Private Cloud.

Areas:

• Request for Technical Information
• Ticket Management
• Application Patching
• Database Maintenance
• Password and Certificate Maintenance
• Vulnerabilities
• Automation
• Disaster Recovery Exercises
• Transformation Change - Keeping up to date with technologies
• Technical Improvements

What you will be doing

The CXSD staff have extensive experience in the products that constitute our FIS Solutions. The support analysts address functional and technical issues and inquiries and coordinate with appropriate FIS staff to deliver a consistent level of quality service. This CXSD team aids with:

• Identification and validation of issues
• Proactive learning and documentation
• Technical support for Client issue. Report, troubleshoot, and document client application issues.
• Prioritization and escalation of open items
• Research and resolution of issues
• Status of projects
• Coordination with internal teams as necessary
• Information regarding product functionality
• Client communication
• Respond to client questions via email and phone.
• Provide case status updates to clients, keeping them informed of progress on open issues.
• Work to analyze and resolve complex problems in a team environment and consult co-workers and procedures to optimize problem resolution.
• Maintain ownership of issue until resolution is provided.
• Develop good working relationships with clients and internal teams.
• Document common client issues to create processes and procedures for standardized solutions.
• Flexibility to work in shift as needed and provide overlapped US hours support. Assist with off hours support and weekend support as needed.
• Testing to make sure of quality of delivery to client.
• Escalate client application issues to Support Manager as necessary.
• Mirror production environment setup.
• Assist clients in the implementation of new system features/setup.

What you bring:

Knowledge Experience

Technical Skills

• Minimum 5 yrs experience in a product support role (not necessarily client facing) or technical role.
• Highly skilled in multiple database architectures and environments (prefer 5+ years in SQL Server & Oracle)
• High level of networking configuration, hardware, and software knowledge. (prefer 5+ years)
• High level of operating systems knowledge (prefer 3+ years in Windows, Linux and UNIX)
• High level understanding of programming languages. (prefer C++, .net, HTML5)
• Understanding of Python, PowerShell for the future Azure
• High level understanding of monitoring solutions and identifying gaps in monitoring Other Skills
• Co-ordination leadership experience within a support role.
• Has experience of finance industry/Capital Markets.
• Formulate improvements amongst the applications, ensuring that end to end processing is efficient and stabilized.
• Work with development teams to deliver quality products and services.
• Understand how all parts of the application suite work together to design a solution that best fits the environment and client need.
• Understand the overall business strategy and road map.
• Project management and teamwork skills.
• Excellent written and verbal communication skills and the ability to explain technical information in simplified terms.
• Excellent analytical and problem-solving skills and the ability to multi-task

Qualifications

• Degree or equivalent.

Competencies

• Ability to communicate with onshore counterparts.
• Fluent in English
• Good in handling client interaction.
• Excellent communicator ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion.
• Organized approach: Manage and adapt priorities according to client and internal requirements.
• Self-starter: Work autonomously and as part of a global team