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Managed Service Change Analyst II

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

As a Managed Service Analyst supporting a back-office application, the role involves administering essential product requirements to ensure consistent account control for clients utilizing FIS software solutions. The objective is to maintain high standards of product quality and usage, ensuring they align with and fulfill client expectations.

The nature of client queries is diverse, encompassing a balanced mix of domain-specific, application-related, and technology-driven issues, requiring a well-rounded understanding across these areas to deliver effective support and resolution.

About the team: 

• We serve as a client-facing function, acting as the first line of defense and primary interface into the FIS ecosystem for our clients. Our responsibilities include addressing software and infrastructure-related issues, clarifying product behavior, and providing functional and technical support.
• Operating under a follow-the-sun model (24x7 coverage), we are the primary support team for APAC clients, secondary for EMEA & US hosted clients
• Our roles span a wide spectrum— technical, functional, techno-functional, and enterprise-level client service management.
• To ensure continuous improvement and service excellence, we actively measure our performance through client feedback, focusing on Overall Satisfaction (OSAT) and Net Promoter Score (NPS).
• Responsible for catering projects due to Exchange initiatives, Compliance & FIS.
• Responsible for deployment of releases over the weekend based on Project timelines and Go-live along with L3 coverage which is on rotational basis 

What you will be doing

• The role involves daily interaction with professionals from leading banks and corporate clients who utilize FIS financial software solutions.
• It requires providing real-time support for business-critical applications, including troubleshooting issues and conducting in-depth analysis of reported problems to ensure swift and effective resolution.

Technical Stack:

• Must Have: Unix Shell Scripting, Oracle: SQL & Rest API
• Good to Have: Java, Docker/Kubernetes
• Provide real-time troubleshooting, problem resolution, and client support related to Cleared Derivatives system issues.

What you bring:

• Over 4 years of hands-on experience with Back-office applications running on Windows & Ubix box, in both Production Support and Development roles, including practical exposure to UBIX or any Back Office application.
• Proven expertise in Technical Support L3 levels.
• Skilled in applying best practices for client communication and support, ensuring high service standards.
• Strong analytical and problem-solving skills, essential for resolving complex technical and functional issues.
• Familiarity with trading lifecycle, derivatives markets and prior experience with UBIX are considered strong assets.

Added bonus if you have:

• Familiarity with trading lifecycle and derivatives markets
• Prior experience in cleared Derivatives world on a back-office application.

What we offer you:
 

• 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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