Product Technical Support Professional - Microsoft SQL Server, T-SQL

Fidelity Information Services, LLC; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health benefits

Home-office/work-from-office policy

Flexible work environment

Career development opportunities

Job summary

Fidelity Information Services, LLC in Pune is seeking a Product Technical Support Analyst II to provide advanced technical support for Enterprise Risk Suite apps, including MS SQL Server, Windows, and .NET-based services. You will lead incident ownership and collaborate with global teams to ensure high-quality client experience.

The role emphasizes production support, troubleshooting across databases and infrastructure, and contributing to knowledge base improvements.

Qualifications

• 35 years of relevant experience in enterprise application support, production support, financial technology, or a comparable technical environment.
• Strong troubleshooting and analytical skills across applications, databases, operating systems, and infrastructure layers.
• Hands-on knowledge of Microsoft SQL Server, including T-SQL, 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.

Responsibilities

• Act as the 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.

Skills

Troubleshooting

Analytical thinking

Cross-functional collaboration

Client-facing communication

Tools

Microsoft SQL Server

SQL Server Management Studio (SSMS)

Windows Server

IIS

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

• 35 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

#pridepass