Lead Analyst - Product Support (Product Support, L1/L2 support)

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?

About the team: 

• FIS Investor Services is a product that is used for Shareholder record keeping activity for US Mutual Fund transactions. This stream of information has to be stored, aggregated and analyzed interfacing with different upstream/downstream applications and vendors like Banks, CC, Stock Exchanges etc.,  FIS Investor Services optimizes the Capital Stock Activity, Account Statements,  Ledger Reports etc., in one central location.
• We are a client facing function, a first line of defense/interface into FIS eco system for our clients – to address Software/Infra issues, understand/clarify product behavior etc.
• We have follow-the-sun model in place (24X7), we are primary team for Global clients, Secondary for EMEA and Supplementary for LATAM clients (6000+ unique client-product combinations covered)
• Our role requirement ranges from a simple service desk -> Technical -> Functional -> Techno-functional -> Enterprise Service/Client Service managers
• We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS)
• We use cutting edge & in-market tools and data governance using AI/ML to provide clients intelligence to conduct their business.

What you will need:

• 3+ Years of work experience
• Provide L1/L2 level support for the clients based across the globe.
• Active involvement and take care of high priority incidents.
• Make sure ticket is actioned on time and escalate in timely manner.
• Effectively coordinate among internal teams and provide world class client experience.
• Excellent oral and written communications skills.
• Financial domain expertise and Mutual funds knowledge.
• Knowledge on database/building SQL queries.
• Basic knowledge on Mainframe/IMS DB would be added advantage
• Flexible to work in night shifts.
• Strong windows troubleshooting skills.
• Knowledge on Mutual Funds , Pension Funds

What you will be doing:

• Support – help clients resolve problems related to the FIS Investor Services application and other associated applications related to it.
• Communicate effectively to internal and external stakeholders.
• Identify and resolve Functional/Technical/IT issues.
• Working with clients to help them get the most out of our product and other associated applications.
• Document – Contribute to Teams online knowledge base and client support documentation; develop and maintain procedural and policy documentation.
• Attention to detail and methodical working style.
• Shift : 24/5 Rotational shifts which includes nights as well and On call during weekends

What we offer you:
At FIS, you can learn, grow and make an impact in your career.

• Extensive Health Benefits Program along with the Family Protection Plan
• Best-in-class career mobility options across the globe
• Award-winning learning offerings for career development
• Adaptable home - office work model
• Opportunity to work with global teams and clients.

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 the 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.

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