IntelliMatch & SQL Support Professional

IntelliMatch & SQL Support Rotational Shifts

About the team

FIS IntelliMatch solution is reinventing the way reconciliation professionals address challenges such as data inaccuracy fragmentation, variation, convolution and degradation. IntelliMatch empowers reconciliation professionals to support and track all data integrity and reconciliation processes from one place for greater operational control.

IntelliMatch also simplifies the user experience and harnesses automation and artificial intelligence (AI) to optimize efficiency. This role will allow you to be part of the IntelliMatch application support team, as part of the FIS Client Experience team.

What you will be doing

Your primary responsibilities will be to provide a high level of client experience in form of support and technical expertise for helping clients get the best use out of the applications.

Principal Responsibilities: The successful candidate will be involved in all the following aspects of the role:

• Issue Management of issues logged with Client Services that includes;
  • Accurate and timely logging of issues
  • Prioritize issues according to set guidelines
  • Issue investigation and resolution
  • Issue escalation where required both internally and externally with customer
• Manage expectations with the client around timelines, support approach and status
• Organize WebEx sessions / Conference Calls for issue investigation and resolution.
• Keep up to date on functionality available in relevant product(s) and latest releases of new features or modules
• Ability to work under pressure, both in terms of deliverable deadlines, but also in communication with clients under difficult situations.

What you bring:

Knowledge / Experience

• 7-11 years experience of working on IntelliMatch Support
• Extensive experience of working with IntelliMatch hosted environment
• Proven expertise in managing, troubleshooting and supporting windows-based application on the public cloud
• Competency in supporting and troubleshooting end to end production environment by collaborating with datacenter operations, system/network/database support teams
• Knowledge of the financial services marketplace

Qualifications

• Degree or equivalent
• ITIL v3 Foundation or higher desirable

Competencies

• Fluent in English
• Excellent communicator ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion
• Attention to detail track record of authoring high quality documentation
• Organized approach manage and adapt priorities according to client and internal requirements
• Self-starter but team mindset - work autonomously and as part of a global team
• Willing to work in 24/7 rotational shift and weekend on call support

Technical requirements:

• Advanced knowledge of working with IntelliMatch.
• Troubleshoot complex issues involving Load Balanced environments
• Knowledge about various environments involving MQ, Citrix, n-tier architecture, Public/private cloud
• Understand complex DB objects - stored procedures, database views, triggers, database structure
• Ability to write SQL statements (joins, updates, scripts for analysis, etc.) Desired
• Experience around Crystal Reports and SSRS.