Product Technical Support Analyst L1 (Hybrid-Makati)

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

The future of money is being built right now. At FIS, we help the world’s businesses, banks and communities move, manage and grow money with confidence. Join a team that values fresh thinking, works together to solve complex challenges, and creates technology that powers everyday life.

About the role

• Serve as the first point of contact (Level 1) for technical and operational issues affecting banking and financial services platforms.

• Handle client and internal cases in a high‑volume, SLA‑driven environment with strict accuracy and compliance standards.

• Own cases end‑to‑end, ensuring issues are logged, investigated, escalated, and resolved properly.

• Act as a critical frontline role in protecting client experience, service continuity, and operational stability

About the team

• Part of Client Support Operations team supporting banking and financial services clients.

• Works alongside other Technical Support Analysts, SMEs, and escalation partners).

• Managed by a Team Lead who is responsible for SLA delivery, quality, and performance governance.

• The team operates in a structured, process‑driven, and compliance‑focused environment.
  

About the team

• Part of Client Support Operations team supporting banking and financial services clients.

• Works alongside other Technical Support Analysts, SMEs, and escalation partners).

• Managed by a Team Lead who is responsible for SLA delivery, quality, and performance governance.

• The team operates in a structured, process‑driven, and compliance‑focused environment.

What youwillbe doing

• 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.

What you will need

• 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 set up, including possible nights, weekends, or on‑call support.

Nice have skills/tools/experience

• Banking or financial services technical or helpdesk experience

• Strong case/ticket handling discipline

• Experience working with SLAs, queues, and aging cases

• Clear written and verbal communication skills

• Ability to document actions clearly and accurately

• Comfort working in regulated, client‑facing environments

• Willingness to follow defined processes and escalation paths
  

What we offer you

Bring your ideas. Build your future. At FIS, you'll find the support, resources and opportunities to develop your career while helping shape the future of financial technology.

• Flexible and creative work environment

• Diverse and collaborative atmosphere

• Professional and personal development resources

• Opportunities to volunteer and support charities

• Competitive salary and benefits

Interview process

• Initial Interview via MS Teams

• 2nd and Final interview via Onsite meeting (face to face)