Product Support Engineer

FIS; Pune District; Híbrido; INR 1.200.000 - 2.200.000; Jornada completa

Descripción de la vacante

Fidelity Information Services, LLC in Pune is seeking a Product Support engineer with 7 to 12 years of experience to join our client-facing team. You will work on challenging issues in financial services technology, providing prompt and professional support for FIS applications and services.

You will collaborate with development and operations, handle level 1 and 2 tickets, ensure SLA adherence, and communicate clearly with clients across APAC and ME regions.

Formación

• Three or more years of demonstrated experience.
• Knowledge of SQL.
• Excellent communication skills written and verbal communication.
• Proven client facing experience, excellent communication.
• Knowledge of Unix/Linux, Python will be an added advantage.
• Good understanding of capital market areas and financial instruments like Foreign Exchange, Money Market, Fixed income, and Derivatives.
• Candidate is familiar with good usage of Co-Pilot or similar tools.

Responsabilidades

• Provide level 1 and level 2 Application Product Support for FIS financial applications.
• Ensure timely resolution or escalation within SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress and handling customer with a professional attitude.
• Liaise with development team to get the fix for critical issues in timely manner.
• Provide level 1 Support: Both email and telephonic. Mailbox management, Ticket logging, Assignment, Update and validation.

Conocimientos

ITIL process knowledge

Incident management

SQL

Unix/Linux

Python

Client facing

Communication

Co-Pilot tools

Capital markets knowledge

Derivatives knowledge

Herramientas

Co-Pilot or similar tools

Descripción del empleo

Product Support engineer - 7 to 12 yrs - Pune

Are you curious, motivated, and forward-thinking? At FIS youll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

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,

Our role requirements range from a simple service deck > Technical > Functional > Techno-functional > Enterprise Service/Client Service managers

We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS)

What you will be doing

• Good skills in Python (or other scripting language, example - PERL) .. application support experience
• Provide level 1 and level 2 Application Product Support for FIS financial applications.
• Ensure timely resolution or escalation within SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress and handling customer with a professional attitude.
• Liaise with development team to get the fix for critical issues in timely manner.
• Provide level 1 Support: Both email and telephonic. Mailbox management, Ticket logging, Assignment, Update and validation.

What you bring:

• Candidate should have good ITIL process knowledge and should be able to manage incident call, problem ticket etc.
• Three or more years of demonstrated experience.
• Knowledge of SQL.
• Excellent communication skills written and verbal communication.
• Proven client facing experience, excellent communication.
• Knowledge of Unix/Linux, Python will be an added advantage.
• Good understanding of capital market areas and financial instruments like Foreign Exchange, Money Market, Fixed income, and Derivatives.
• Candidate is familiar with good usage of Co-Pilot or similar tools.