Product Tech Support Analyst II – Incident & SLA Champion

FIS; Orlando (FL); On-site; USD 37,000 - 63,000; Full time

Job summary

FIS is seeking a seasoned incident management professional to ensure a seamless, end-to-end client experience from identification to resolution. You will gather information through client conversations and advanced self-service tools, triage incidents, and coordinate with service desk resources to drive timely resolutions.

The role emphasizes proactive communication with clients and stakeholders, strict SLA discipline, and ongoing improvements to processes and knowledge resources to empower

Qualifications

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Responsibilities

• Oversees incidents and requests comprehensively, ensuring end-to-end client experience from identification through resolution.
• Gathers incident information through insightful client conversations and self-service tools.
• Communicates progress to clients and internal stakeholders in a timely, persuasive manner.
• Performs initial assessments, triages, and basic research with understanding of software and infrastructure.
• Coordinates service desk engagement and routes issues to specialists beyond the immediate scope.
• Executes against SLAs with precision, surpassing response and resolution time commitments.
• Documents resolutions in detail and contributes to knowledge base for self-help and training.
• Suggests enhancements to systems and processes to improve workflows.

Job description

FIS is seeking a seasoned incident management professional to ensure a seamless, end-to-end client experience from identification to resolution. You will gather information through client conversations and advanced self-service tools, triage incidents, and coordinate with service desk resources to drive timely resolutions.

The role emphasizes proactive communication with clients and stakeholders, strict SLA discipline, and ongoing improvements to processes and knowledge resources to empower