Level 1 FinTech Support Analyst - Hybrid

Fidelity Information Services, LLC; Makati; Hybrid; PHP 400,000 - 600,000; Full time

Benefits offered by this job

Flexible work environment

Diverse team

Development resources

Volunteer opportunities

Competitive compensation

Job summary

Fidelity Information Services, LLC is seeking a Level 1 Technical Support Analyst in Manila to handle banking and financial services platform issues. You will log, investigate, and resolve cases with careful SLA adherence and effective communication with clients and internal teams.

The role involves end-to-end case ownership in a hybrid work setup, with potential night, weekend, or on-call shifts, and collaboration with other analysts, SMEs, and escalation partners within a regulated financial

Qualifications

• Prior experience in banking, financial services, fintech, or payments support roles.
• Strong understanding of case handling, ticket queues, SLAs, and aging management.
• Excellent written and verbal communication skills, especially for client‑facing interactions.
• High attention to detail and ability to follow processes, controls, and documentation standards.
• Willingness to work in shift‑based operations, hybrid work setup, including possible nights, weekends, or on‑call support.

Responsibilities

• Receive, log, categorize, and prioritize cases or tickets based on impact, urgency, and SLA.
• Investigate issues, perform initial troubleshooting, and resolve cases within Level 1 scope.
• Escalate issues appropriately following defined escalation paths and timelines.
• Provide clear, timely updates to clients or internal stakeholders throughout the case lifecycle.

Skills

Banking support

SLA management

Communication skills

Attention to detail

Shift work

Hybrid work

Job description

Fidelity Information Services, LLC is seeking a Level 1 Technical Support Analyst in Manila to handle banking and financial services platform issues. You will log, investigate, and resolve cases with careful SLA adherence and effective communication with clients and internal teams.

The role involves end-to-end case ownership in a hybrid work setup, with potential night, weekend, or on-call shifts, and collaboration with other analysts, SMEs, and escalation partners within a regulated financial