Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
Adhere to compliance rules relating to trading, trade monitoring and reporting.
Follow SOPs and escalation procedure as defined.
Other related duties assigned as needed.
Position is 80% technical and 20% project/customer management.
Supporting 24x7x365 Operations (rotating on-call and holiday support is required)
Skills/Qualifications
Knowledge of basic problem resolution and escalation practices
Ability to provide appropriate level of support and guidance with FIS Brokerage applications and procedures
Knowledge of TCP/IP and other network protocols
Knowledge of Windows & Linux Server OS and communication applications (FTP management, WebSphere MQ, Connect Direct, etc...)
Experience with troubleshooting, diagnosis and resolution of complex technical issues as well as escalation
Ability to translate technical concepts to non-technical personnel highly desired.
Excellent interpersonal, analytical, business and technical judgment, negotiation, problem solving and verbal and written communication skills.
Monitor, assist with and debug data transmissions via various transmission methods
Maintain FIS Brokerage Security access for full service customers
Monitor production servers disk space, memory, CPU, etc. via tools provided and take appropriate action when necessary
Maintain custom Windows and Unix Scripting processes
Work ticket for production issues and change requests
Effective use of listening skills to develop an understanding of client inquiries and problems
Added bonus if you have
Demonstrated experience troubleshooting both Linux and Windows Servers
Proven experience interacting with external and internal Clients/Customers.
What we offer you
At FIS, we hire the best. In return, you receive exceptional benefits including:
Opportunities to innovate in fintech
Tools for personal and professional growth
Inclusive and diverse work environment
Resources to invest in your community
Competitive salary and benefits.
FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $29.97 - $47.95 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process. 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.
EEOC Statement
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
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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