App Support - Windows ,DB with Capital Market Domain

About the role:

• Provide level 1 and level 2 Application Product Support for FIS financial applications.
• Ensure timely resolution or escalation within SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress and handling customer with a professional attitude.
• Liaise with development team to get the fix for critical issues in timely manner.
• Provide level 1 Support: Both email and telephonic. Mailbox management, Ticket logging, Assignment, Update and validation.

About the team:

• 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 APAC & ME clients,
• Our role requirements range from a simple service deck -> 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)

What you will be doing:

• Provide level 1 and level 2 Application Product Support for FIS financial applications.
• should have 3-6 years of experience
• Good understanding of capital market areas.
• Good analytical and problem-solving skills with an aptitude to learn quickly.
• Candidate needs to have, or develop, an understanding of the functionality of the software and the underlying business to be able to handle customer issues efficiently.
• Ensure timely resolution or escalation within SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress and handling customer with a professional attitude.
• Liaise with development team to get the fix for critical issues in timely manner.
• Provide level 1 Support: Both email and telephonic. Mailbox management, Ticket logging, Assignment, Update and validation.
• The position involves working in early morning shift apart from normal working hours.
• Candidate should have good ITIL process knowledge and should be able to manage incident call, problem ticket etc.

What you will need:

• Candidate should have good ITIL process knowledge and should be able to manage incident call, problem ticket etc.
• Three or more years of demonstrated experience.
• Knowledge of SQL.
• Excellent communication skills written and verbal communication.
• Proven client facing experience, excellent communication.

Added bonus if you have:

• Knowledge of Unix/Linux, Python will be an added advantage.
• Good understanding of capital market areas and financial instruments like Foreign Exchange, Money Market, Fixed income, and Derivatives.

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