Production Support Supervisor I

FIS

Maharashtra

On-site

INR 800,000 - 1,200,000

Full time

14 days+

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Job summary

A global financial services firm in Maharashtra seeks a Production Support Supervisor I to manage day-to-day operations for over 65 clients on its platform. The ideal candidate will have hands-on experience in SQL and client service, with a Bachelor's degree in computer science or information systems. This full-time role involves ensuring quality service delivery and managing client escalations in a fast-paced environment.

Qualifications

Minimum of 3-5 years of experience in a similar role.
Strong technical understanding of data processing systems.
Ability to work in a fast-paced environment and manage client expectations.

Responsibilities

Manage day to day operations for 65+ clients hosted on RPaaS.
Conduct performance reviews with clients.
Single point of contact for client escalations and support.

Skills

Hands on experience with SQL/DML

FLT/SNOW

Kibana/Xtranet

ATM/Card Operations

Operational Execution

Escalation Resolution

Client Service

Team and Workforce Management

Communication Presentation

Problem Solving

Education

Bachelor’s degree in computer science or information systems

Job description

Overview

Production Support Supervisor I at FIS

Join to apply for the Production Support Supervisor I role at FIS

Type Of Hire
Experienced (relevant combo of work and education)

Education Desired
General Equivalency Diploma

Position Type
Full time

Travel Percentage
0%

General Duties & Responsibilities

Managing day to day operations associated with 65+ clients hosted on RPaaS platform from L1 perspective inclusive of IST, Cortex and NGP application. Team functional from two locations i.e. Mumbai & Bangalore
Periodic connect with the client showcasing performance review
Random connect with client for critical / bug fix issues
Single POC for client to connect with and for enriching Client Experience
Sensing and containing the client escalation wrt P1/P2 issues
Coordination with internal (Application/Development/DataBase/Network) team for faster closure of Code Fix tickets
Ensuring maximum Same Day Resolution on Incidents and Service Requests. 100% SLA / TAT adherence with minimum client escalation
Keeping tab on the update quality shared by engineers over the reactive / internal tickets
Conduction feedback / feedforward session with engineers
Resource Management & Shift Adherence
Managing the workforce for achieving the client and management objectives
Monitoring compliance and process consistency
Getting engineers cross skilled across various payments platforms for utmost efficiency
24 X 7 production support operations
Other related duties assigned as needed

Skillsets Needed

Technical - Hands on experience with SQL/DML, FLT/SNOW, Kibana/Xtranet, ATM/Card Operations
Management - Operational Execution, Escalation Resolution, Client Service, Team and Workforce Management, Communication Presentation, Problem Solving

Education Requirements

Bachelor’s degree in computer science or information systems or the equivalent combination of education, training, or work experience

General Knowledge, Skills & Abilities

Knowledge of company software products
Knowledge of mainframe and/or open systems operating systems
Strong technical understanding of data processing, both mainframe and open systems
Knowledge of banking applications and their interdependencies
Proven project management and excellent communication skills
Demonstrated customer-focused leadership ability
Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
Excellent verbal and written communication skills to technical and non-technical audiences of various levels of the organization or that of clients, e.g., executive, management, individual contributors
Excellent problem-solving, team, and time management skills

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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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