Job summary :
Provides Level 1 and Level 2 support for client-facing systems and applications, including mainframes, Tandems, switches, networks, processor links, ATM’s, servers-
windows, UNIX, Linux and internet applications. Part of a 7x24 team that performs monitoring and operational management functions for associated hardware and software within the processing environment.
responds to processing problems and exercises sound judgment to make client impacting processing adjustments; manages client requests.
GENERAL DUTIES AND RESPONSIBILITIES :
Drives issue resolution by making critical decisions that may impact multiple clients’ processing.
Proactively investigates known and unknown error conditions and follows prescribed error correction procedures when they apply.
Recognizes abnormal processing conditions, and makes appropriate response decisions.
Follows escalation procedures when appropriate to resolve errors in a timely manner.
Makes use of available documentation to resolve errors and identifies / implements documentation gaps.
Recognize and implement / automate process enhancements.
Monitors and responds accordingly to an array of system and application generated messages.
Responds in a timely manner to questions and requests from incoming calls and incident tickets.
Proactively maintains contact with clients, and serves as client advocate to internal organizations.
Analyzes problems / trends with client’s systems and applications, and takes steps to avoid recurrence.
Works on internal and external projects of various sizes, complexity.
Contributes to existing and develops new solution approaches to the IT environment.
Performs other related duties as required.
EDUCATION REQUIREMENTS :
High school diploma or GED with applicable technical certifications and / or equivalent experience required for entry into the job family.
Higher levels of the job family may require an Associate’s or Bachelor’s degree; or an equivalent combination of education and experience as required for the specific job level.
Refer to the appropriate job level description for specific education and work experience requirements.
GENERAL KNOWLEDGE, SKILLS AND ABILITIES :
Demonstrated knowledge of FIS’ products and services
Demonstrated knowledge of financial services industry
Demonstrated knowledge of mainframe and / or open systems operating systems
Knowledge of clients’ objectives / business priorities and FIS’ role in achieving them
Ability to effectively use production control tools and resources that encompass mainframe, open system processing, processor link / Connex software, ATM’s, environments.
Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
Excellent analytical, decision-making, problem-solving, team, and time management skills
Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.
g., executive, management, individual contributors)
Willingly shares relevant technical and / or industry knowledge and expertise to other resources
Ability to persuade and influence others on the best approach to take
Ability to multi-task
Flexibility, versatility, dependability
Positive outlook, strong work ethic
Resourceful and proactive in gathering information and sharing ideas
Ability to deal with predefined deadlines
Ability to analyze all system processing delays, failures and errors to determine the appropriate action necessary for resolution
Ability to use troubleshooting applications and tools for first and second level issues
Ability to use and reference system related documentation
With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions.
We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries.
Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.