Product Technical Support( Microsoft SQL Server, including T-SQL,SSMS– Location: Pune (Aundh)

Fidelity Information Services, LLC; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Fidelity Information Services, LLC (FIS) in Pune is seeking a Product Technical Support Analyst II to provide technical expertise and production support for Enterprise Risk Suite applications, focusing on Microsoft SQL Server and associated services.

You will own incidents, investigate complex production issues, coordinate across globally distributed teams, and communicate clearly with clients to ensure a high-quality experience.

Qualifications

• 3–5 years of enterprise application support or production support experience.
• Strong troubleshooting across applications, databases, OS and infrastructure.
• Hands-on with Microsoft SQL Server, T-SQL, SSMS, SQL Agent, and DB troubleshooting.
• Experience with Windows Server, IIS and networking fundamentals.
• Knowledge of .NET-based and web-hosted applications; familiarity with SDLC.
• Excellent client-facing skills and ability to collaborate with global teams.

Responsibilities

• Act as the primary technical support contact for clients using production environments.
• Own incidents, service requests, and escalations from investigation to closure.
• Troubleshoot across apps, SQL Server, Windows, interfaces, and infrastructure using logs and queries.
• Investigate batch-processing failures and data-processing workflows.
• Coordinate resolution with Product Support, Operations, Infrastructure, Network, Database and Development teams.
• Communicate complex findings and progress clearly to clients and stakeholders.
• Support releases, maintenance, DR and resilience testing with validation.
• Identify improvements in monitoring and operational processes.
• Participate in weekend on-call and occasional out-of-hours support.

Skills

SQL Server

T-SQL

SSMS

Windows

NET Framework

IIS

SDLC

Customer communication

Tools

PowerShell

Python

Job description

Product Technical Support( Microsoft SQL Server, including T-SQL,SSMS– Location: Pune (Aundh)

At FIS, our technology and our people are moving forward. We advance the way the world pays, banks, and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you are ready to grow your career and make an impact in fintech, we have one question: Are you FIS?

About the Team

FIS Enterprise Risk Suite, formerly Adaptiv, provides risk-management solutions that help financial institutions address areas including market and credit risk, XVA, initial margin and related risk calculations.

The Adaptiv Client Experience (CX) team serves as a key technical point of contact for clients using business-critical production environments.

This role combines client engagement, incident ownership and hands-on technical troubleshooting across enterprise applications, Microsoft SQL Server, Windows, .NET-based services, application interfaces, and supporting infrastructure.

You will work closely with global Client Experience, Operations, Infrastructure, Database, Network, Product and Development teams to investigate and resolve complex production issues while delivering a high-quality client experience.

What You Will Be Doing

As a Product Technical Support Analyst II, you will provide technical expertise and production support to FIS clients, helping them get the best possible experience from FIS Enterprise Risk Suite applications.

Your key responsibilities will include:

• Act as a primary technical support contact for clients using business-critical production environments.
• Own incidents, service requests, and technical escalations from initial investigation through resolution, validation, and closure.
• Troubleshoot issues across applications, Microsoft SQL Server, Windows services, interfaces and infrastructure layers using logs, SQL queries, and operational diagnostic tools.
• Investigate batch-processing failures, scheduled jobs, data-processing workflows, application connectivity, and performance-related issues.
• Coordinate resolution across Product Support, Operations, Infrastructure, Network, Database and Development teams.
• Translate complex technical findings, business impact, and resolution progress into clear communications for clients and internal stakeholders.
• Contribute to root cause analysis by identifying contributing factors, recurring issues, monitoring gaps, and preventive actions.
• Document client issues, technical findings, and resolutions to strengthen knowledge articles, operational runbooks, and product-quality initiatives.
• Support application releases, maintenance activities, production changes, disaster recovery, and resilience testing, including appropriate technical validation.
• Identify opportunities to improve monitoring, alerting, diagnostics, and operational processes.
• Participate in weekend on-call rotation and occasional out-of-hours support for critical production incidents and planned maintenance.

What You Bring

• 3–5 years of relevant experience in enterprise application support, production support, financial technology, or a comparable technical environment.
• Strong troubleshooting and analytical skills, with the ability to investigate issues across applications, databases, operating systems, and infrastructure layers.
• Hands-on knowledge of Microsoft SQL Server, including T-SQL, SQL Server Management Studio (SSMS), SQL Agent jobs, and database troubleshooting.
• Practical experience with Windows Server, Windows services, Event Viewer, scheduled tasks, and system/resource troubleshooting.
• Understanding of .NET-based and web-hosted enterprise applications, including IIS.
• Working knowledge of networking fundamentals such as TCP/IP, DNS, ports, firewalls, and application connectivity diagnostics.
• Experience investigating production incidents using application logs, database information, and other diagnostic evidence.
• Understanding of Software Development Life Cycle (SDLC) principles and production change processes.
• Ability to independently progress technical investigations, prioritize competing issues and collaborate effectively with globally distributed teams.
• Strong client-facing and interpersonal skills with a proven ability to deliver high-quality technical support.

Added Bonus If You Have

• Experience within banking, capital markets, financial services, or enterprise risk management.
• Previous experience supporting risk-management platforms, hosted applications, SaaS, or managed-service environments.
• Knowledge or previous exposure to FIS Enterprise Risk Suite / Adaptiv would be a strong advantage.
• Experience with PowerShell or Python for diagnostics, scripting, automation, or operational efficiency improvements.
• Understanding XML and JSON and their use in enterprise application integrations.
• Exposure to AWS, Citrix, VMware, clustering, load balancing, or similar infrastructure technologies.
• Experience with disaster recovery, failover, resilience testing, and enterprise batch-processing environments.
• Familiarity with software-industry quality or process frameworks such as ISO, CMM or Six Sigma.

What We Offer You

At FIS, you can learn, grow, and make an impact on your career.

• A collaborative, flexible and respectful work environment.
• Varied and challenging work that develops both technical and financial-domain expertise.
• Extensive health benefits and family protection programs.
• An adaptable home-office working model in accordance with applicable FIS policies.

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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