Managed Service Change Analyst II ( Technical Support L3 level/Unix )

About the role

As a Managed Service Analyst supporting a back-office application, the role involves administering essential product requirements to ensure consistent account control for clients utilizing FIS software solutions. The objective is to maintain high standards of product quality and usage, ensuring they align with and fulfill client expectations.

The nature of client queries is diverse, encompassing a balanced mix of domain-specific, application-related, and technology-driven issues, requiring a well-rounded understanding across these areas to deliver effective support and resolution.

About the team:

• We serve as a client-facing function, acting as the first line of defense and primary interface into the FIS ecosystem for our clients. Our responsibilities include addressing software and infrastructure-related issues, clarifying product behavior, and providing functional and technical support.
• Operating under a follow-the-sun model (24x7 coverage), we are the primary support team for APAC clients, secondary for EMEA & US hosted clients
• Our roles span a wide spectrum technical, functional, techno-functional, and enterprise-level client service management.
• To ensure continuous improvement and service excellence, we actively measure our performance through client feedback, focusing on Overall Satisfaction (OSAT) and Net Promoter Score (NPS).
• Responsible for catering projects due to Exchange initiatives, Compliance & FIS.
• Responsible for deployment of releases over the weekend based on Project timelines and Go-live along with L3 coverage which is on rotational basis

What you will be doing

• The role involves daily interaction with professionals from leading banks and corporate clients who utilize FIS financial software solutions.
• It requires providing real-time support for business-critical applications, including troubleshooting issues and conducting in-depth analysis of reported problems to ensure swift and effective resolution.

Technical Stack:

• Must Have: Unix Shell Scripting, Oracle: SQL & Rest API
• Good to Have: Java, Docker/Kubernetes
• Provide real-time troubleshooting, problem resolution, and client support related to Cleared Derivatives system issues.

What you bring:

• Over 4 years of hands-on experience with Back-office applications running on Windows & Ubix box, in both Production Support and Development roles, including practical exposure to UBIX or any Back Office application.
• Proven expertise in Technical Support L3 levels.
• Skilled in applying best practices for client communication and support, ensuring high service standards.
• Strong analytical and problem-solving skills, essential for resolving complex technical and functional issues.
• Familiarity with trading lifecycle, derivatives markets and prior experience with UBIX are considered strong assets.

Added bonus if you have:

• Familiarity with trading lifecycle and derivatives markets
• Prior experience in cleared Derivatives world on a back-office application.