Support Analyst - Sophis/Fusion Invest

Phi Partners; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Phi Partners is delivering a comprehensive AMS for a European financial institution's Sophis/Fusion Invest environment. As a Support Analyst you will join the accountable support team, handling both functional and technical layers within the ITSM framework and coordinating with client infra, DBA, and L3 development teams.

You will triage incidents via SNOW (ServiceNow), resolve L1/L2 issues across configuration, batch, and interface areas, and participate in governance calls.

Qualifications

• Experience with Sophis/Fusion Invest across support, implementation or analysis.
• Strong knowledge of front-to-back capital markets workflows across instruments.
• Hands-on production platform experience: log analysis, monitoring and runbooks.
• Ability to diagnose functional and technical/configuration issues without code access.
• Experience in ITSM environments with ticket triage and incident/change management.
• Structured, methodical problem solving with clear stakeholder communication.

Responsibilities

• Triage functional and technical incidents via SNOW, determining priority, impact, and resolution path.
• Resolve L1/L2 issues across configuration, business processes, calculations, and interfaces.
• Escalate complex issues to the L3 team for deeper analysis or remediation.
• Monitor batch operations, report start-of-day status, and investigate discrepancies.
• Respond to front-to-back user queries across Front/Middle/Back Office.
• Participate in service review calls with client stakeholders and track actions.
• Maintain runbooks, known error records, and the AMS knowledge base.
• Support audits with evidence of controls, processes and incident handling.
• Assist service transition, change/release and DR testing activities.

Skills

Sophis/Fusion Invest knowledge

Capital markets knowledge

ITSM incident & problem management

Log analysis & monitoring

Troubleshooting without code access

Stakeholder communication

Tools

ServiceNow

SQL

Python

Shell scripting

Job description

Phi Partners is a leading global consultancy specialising in treasury and capital markets technology. With more than 500 professionals worldwide, we are recognised as the largest specialist consultancy dedicated to Sophis/Fusion Invest. For over 20 years, we have supported tier-one financial institutions in delivering complex transformation initiatives, regulatory programmes, and front to back platform modernisation projects across global markets.

Our Sophis/Fusion Invest practice combines deep functional capital markets expertise with strong technical capability spanning platform customisations, toolkit components, system integration, and operational infrastructure. Our Managed Services team delivers structured, operationally excellent support across complex production environments at tier one financial institutions.

The Programme

Phi Partners has been engaged by a leading European financial institution to deliver a comprehensive Application Managed Service (AMS) for their Sophis/Fusion Invest production environment, following a major platform version upgrade. The engagement is structured as a long term, multi-year managed service covering L1 and L2 support across the full application stack, including batch operations, incident management, real time monitoring, and service governance.

As a Support Analyst, you will act as part of the accountable support team within the client's ITSM framework, covering both the functional and technical layers of the service. You will operate within a structured governance model, working closely with the client's internal infrastructure, DBA, and L3 development teams, and coordinating escalation as required. The service operates across core business hours, with extended 24x7 on call coverage for critical batch and P1/P2 incidents.

Roles and Responsibilities

• Triage functional and technical incidents raised via SNOW, determining priority, impact, and resolution path.
• Resolve L1/L2 issues across functional (configuration, business processes, calculation outputs) and technical (application restarts, batch re-runs, interface failures) areas of the platform.
• Escalate complex issues to the client's L3 team for deep functional analysis, code level investigation, or infrastructure remediation.
• Monitor batch operations, including start of day status reporting and investigating discrepancies in trades, positions, or calculations.
• Respond to front to back user queries across Front Office, Middle Office, and Back Office.
• Participate in service review calls with client stakeholders, providing status updates on incidents and outstanding actions.
• Maintain runbooks, known error records, and documentation to build out the AMS knowledge base.
• Support audit or compliance reviews with evidence of controls, processes, and incident handling.
• Support service transition, change/release, and DR test activities as required.

Key Skills

• Experience with Sophis/Fusion Invest, whether in a functional support, technical support, implementation, or business analysis capacity, including batch architecture and calculation/integration components.
• Strong knowledge of capital markets instruments and front to back workflows: equities, fixed income, derivatives, FX, PnL, and settlement.
• Hands on technical experience with production platforms, including log analysis, system monitoring, and runbook execution.
• Ability to diagnose and resolve functional and technical/configuration issues without code level access.
• Experience within an ITSM based support environment, covering ticket triage and incident, change, and problem management.
• Structured, methodical approach to problem solving, with clear stakeholder communication.

Nice-to-Have:

• Experience in a managed service or AMS environment within financial services.
• Proficiency in SQL, Python/shell scripting, or data extraction tools.
• Familiarity with middleware (TIBCO, MQ, XFB) or SOX/DR/IT audit exposure.
• Knowledge of ServiceNow or equivalent ITSM platforms, including configuration and SLA management.

This role offers the opportunity to develop deep, all-round functional and technical expertise within a complex, high-volume production environment at a leading European financial institution. We are always on the lookout for talented professionals who thrive in a dynamic, collaborative environment. By joining Phi Partners, you will be part of the largest dedicated Sophis/Fusion Invest practice globally, working on a high-impact, multi-year programme within a demanding financial services environment.