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

• 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.

• 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 -

• 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

• 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.

• 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)

• 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

• 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

FIS