Associate I Production Support

FIS - Fidelity Information Services; Manila; Hybrid; PHP 240,000 - 420,000; Full time

Job summary

Fidelity Information Services (FIS) in Manila is seeking a skilled Technical Support professional to join our hybrid national team. Provide first-level technical and operational support for production systems and services, perform basic troubleshooting, and document incidents to ensure rapid resolution.

You will collaborate with Production Support Associates and Analysts, help maintain service stability, and develop product knowledge while delivering excellent customer service in English.

Qualifications

• 1-2 years of relevant Technical Support or IT Operations experience.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal English communication.
• Basic Windows, Microsoft 365, and networking knowledge.
• Ability to follow procedures, manage priorities, and work the required business schedule.

Responsibilities

• Provide expert, in-depth product support to the customer.
• Recreating client issues in FIS test environments to provide the best solution to the reported problem.
• Anticipate next steps in what the client is trying to accomplish by asking probing questions.
• Troubleshoot problems with software applications and recommend corrective action.
• Document, investigate, and perform first-level troubleshooting of incidents and requests.
• Escalate complex issues with complete troubleshooting information.
• Maintain accurate tickets, case notes, and operational documentation.
• Follow established procedures, controls, quality requirements, and escalation paths.

Skills

Troubleshooting

Analytical skills

English communication

Windows knowledge

Customer service

IT operations

Tools

Microsoft 365

Ticketing systems

Windows OS

Job description

Job Description:

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

Role location: Hybrid (three days in-office, two days virtual)

About the role

• Provide first-level technical and operational support for production systems and services.


• Perform basic remote deposit capture walkthrough, investigate incidents, and perform break-fix troubleshooting and check scanner application installation.


• Handle and document support issues and elevate when required.


• Develop FIS product, operational, and troubleshooting knowledge.


• Support service stability through timely issue ownership and resolution.

About the team

• Part of the Item Processing Outsourcing - Ops Support team in Manila.


• Works alongside Production Support Associates and Analysts, Onshore Level 2 and Next-Level support.


• Supports a collaborative environment focused on service reliability and timely incident resolution.


• Values accountability, continuous learning, teamwork, customer focus, and operational excellence.

What you will be doing

• Provide expert, in-depth product support to the customer.


• Recreating client issues in FIS test environments to provide the best solution to the reported problem.


• Anticipate next steps in what the client is trying to accomplish by asking probing questions.


• Troubleshoot problems with software applications and recommend corrective action.


• Document, investigate, and perform first-level troubleshooting of incidents and requests.


• Escalate complex issues with complete troubleshooting information.


• Maintain accurate tickets, case notes, and operational documentation.


• Follow established procedures, controls, quality requirements, and escalation paths.

What you will need

• 1-2 years of relevant Technical Support, Service Desk, Application Support, Production Support, or IT Operations experience preferred.


• Strong troubleshooting, analytical, and problem-solving skills.


• Strong written and verbal English communication and customer-service skills.


• Basic computer, Windows, Microsoft 365, application, and connectivity/networking knowledge.


• Ability to follow procedures, manage priorities, and work the required business schedule.

Added bonus if you have

• Experience with the banking system (preferred but not required)


• Confidence in speaking with customers


• Advance problem-solving skills


• Ability of grasp technical knowledge and or not afraid to ask for clarification on functional effects for client

What we offer you:

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment


• Diverse and collaborative atmosphere


• Professional and personal development resources


• Opportunities to volunteer and support charities


• Competitive salary and benefits

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 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.