Job Description
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:
- Provide L2 level support for the clients based across the globe.
- Effectively coordinate among internal teams and provide world class client experience.
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:
- Provide L2 Support – help clients resolve problems related to Digital Data Exchange application and other associated applications related to it.
- Understand client issues, Investigate the issues, if required connect with different departments within organization and resolve Functional and technical issues for the clients.
- Software licensing assistance.
- Guidance in how to improve the user experience of Digital Data Exchange and other associated applications.
- Working with clients to help them get the most out of our product and other associated applications.
- Make infrastructure recommendations to clients most suited to their modelling and usage of PCS application.
- Document – Contribute to Teams online knowledge base and client support documentation; develop and maintain procedural and policy documentation.
- Develop – providing support to Product Managers as part of the product development lifecycle, including:
- Running model test packs, assisting with software UAT and feedback
- Working closely with onsite technical & PCS consultants and other geographically dispersed support staff and clients.
What you will need:
- Master’s in finance, commerce with minimum 4 years of experience working in financial domain.
- Excellent oral and written communications skills.
- Strong problem-solving and diagnostic skills.
- Ability to work effectively with minimum supervision and a strong sense of ownership.
- Deep understanding of SDLC and its related processes.
- Deep understanding of Fund accounting and Private Equity business.
Added bonus if you have:
- SRE practitioner certification.
- Intermediate level knowledge of SQL queries.
- Understanding of Generative AI.
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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