Product Support Representative

About the team

We are seeking a dedicated and detail-oriented User Access Management to join our centralized team. The successful candidate will be responsible for managing user access to various systems and applications, ensuring compliance with security policies, and supporting the overall security posture of the organization. The staff from this team will be responsible for providing support coverage over weekdays 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:
• 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

• Must have experience of 4-6 years in Service Desk ,Product Support ,Production Support environment
• 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

Bachelors 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