Principal Analyst - Managed Service Change (Capital Market, L2 Production Support)

Company Description
Jobs for Humanity is collaborating with FIS Global to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life.
Company Name: FIS Global

Job Description

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Computer Engineering

Travel Percentage :

0%

JR0261218 Software Engineer Specialist

As the world works and lives faster, FIS is leading the way.  Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

About the role:.

• 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.

About the team: 

• We are a client facing function, a first line of defense/interface into FIS eco system for our clients – to address Software/Infra issues, understand/clarify product behavior etc.
• We have follow-the-sun model in place (24X7), we are primary team for APAC & ME clients, Secondary for EMEA and Supplementary for LATAM clients (6000+ unique client-product combinations covered)
• Our role requirements ranges from a simple service deck -> Technical -> Functional -> Techno-functional -> Enterprise Service/Client Service managers
• We are a strong team of 450+ client facing staff with a strong ITIL mindset and solution driven philosophy
• We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS)
• We use cutting edge & in-market tools and data governance using AI/ML to provide clients intelligence to conduct their business

What you will be doing:

• 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.
• Identify gaps that exist in FIS technology suite of systems.
• 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.

What you will need:

• Bachelor’s degree in computer engineering, computer science or other related discipline or the equivalent combination of education, training, or work experience.
• 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)
• Not required but a plus average understanding of Angular, Angular JS.
• High level understanding of monitoring solutions and identifying gaps in monitoring.  (prefer Splunk)

Added bonus if you have:

• 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
• 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

What we offer you:
At FIS, you can learn, grow and make an impact in your career.

• Extensive Health Benefits Program along with the Family Protection Plan
• Best-in-class career mobility options across the globe
• Award-winning learning offerings for career development
• Adaptable home - office work model
• Opportunity to work with global teams and clients

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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