Senior Lead Analyst - Product Support (AS400, L2/L3 support)

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 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 range 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

• The role will involve daily communication with staff from leading banks and corporates to which FIS provides financial software solutions.
• Provide real-time assistance for business-critical products, to trouble shoot or produce an in-depth analysis of reported problems.

Key responsibilities:

• Documents customer information and recurring technical issues to support product quality programs and product development.
• Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities
• Provides in-depth product support to FIS clients by resolving incoming inquiries
• Recreates client issues in test environment, Identifies/documents how applications and systems interact to support business processes
• Resolves client concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Resolves customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
• Responds to customer product inquiries via telephone or in written internet-based email or chat sessions
• Troubleshoots problems with malfunctioning electro/mechanical equipment or software applications and recommends corrective action. 

What you bring:

• 6+ years of experience with AS400 or iSeries or IBM i platform in Production Support or Development roles.
• Extensive experience of software/service solutions delivered on a hosted environment.
• Experience on Technical/L2/L3 Support
• Extensive experience on supporting back-office application.
• Competent in best practice principals of Client Communication and Support.
• Knowledge of trading lifecycle.
• SQL knowledge is a must.
• Strong analytical skills are required to resolve issues of a technical and functional nature
• The environment is fast paced and challenging so candidates are expected to be inquisitive and quick learners
• Familiarity with derivatives markets and/or GMI are a big plus.

Qualifications:

• Bachelor’s degree in computer science, Information Systems and Business Management or equivalent work experience.

Competencies

• Attention to detail
• Desire and ability to work in a multi-distributed team environment
• Ability to excel in high pressure situations
• Strong communication and documentation skills

What we offer you

• A competitive salary and benefits
• Attractive benefits including private medical cover, dental cover, and travel insurance.
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A modern, international work environment and a dedicated and motivated team
• A work environment built on collaboration, flexibility, and respect.
• A broad range of professional education and personal development possibilities.

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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