Hybrid Production Support Analyst I

FIS Global Solutions Philippines; Manila; Hybrid; PHP 335,000 - 580,000; Full time

Benefits offered by this job

Flexible working options

Diverse and collaborative atmosphere

Professional development resources

Volunteer opportunities

Job summary

Fidelity Information Services, LLC in Manila is seeking an associate to provide first-level technical and operational support for production systems. You will reproduce client issues in test environments, perform initial troubleshooting, and document steps taken to ensure rapid incident resolution.

The role emphasizes clear English communication, strong problem-solving, and adherence to procedures within a collaborative Ops Support team focused on service reliability.

Qualifications

• 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.

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

Customer service

English communication

Problem solving

Technical support basics

Tools

Windows

Microsoft 365

Networking basics

Job description

Fidelity Information Services, LLC in Manila is seeking an associate to provide first-level technical and operational support for production systems. You will reproduce client issues in test environments, perform initial troubleshooting, and document steps taken to ensure rapid incident resolution.

The role emphasizes clear English communication, strong problem-solving, and adherence to procedures within a collaborative Ops Support team focused on service reliability.