Job Description

Analyst Lead, Product Technical Support

Are you curious, motivated, and forward-thinking? At FIS, you will have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate, andabove all, rewarding

About the Team

The team is responsible for supporting clients who utilise FIS products for order processing and risk management. The team is expected to acknowledge and action client queries and issues related to order processing and risk management in a timely and professional manner.

This role carries responsibility for providing advanced technical support to customers, handling complex inquiries, and troubleshooting sophisticated product-related issues. The successful candidate will take ownership of escalated technical issues, ensure timely resolution while maintaina high level of customer satisfaction. Additionally, this role provides valuable insights into product enhancements based on comprehensive customer interactions.

What you will bedoing :

• Support clients across the APAC region with respect to products and order management, both technically and functionally and support our risk management and portfolio optimization solutions.

• Provide in-depth product support to FIS clients by resolving incoming inquiries

• Deliver quantitative analysis where requireandEngagewith prospective clients throughout the sales process

• Cultivate long-term relationships with clients through continued support of their applications and related business challenges

• Document client information and recurring technical issues to support product quality programmes and product development initiatives

• Respond to customer product inquiries via telephone or written correspondence, including emailand ticketing tools

• Investigate and resolve issues reported by clients related to orders, products, and functionalityandPerformother related duties as assigned

What YouBring

• At least 4 years of experience in application support and Operating Systems: UNIX, Linux, Windows

• Extensive experience with software and service solutions delivered within a hosted environment

• Experience in risk management with exposure to market risk and market data

• Proven experience in technical or L2/L3support roles

• Extensive experience supporting back-office or order management system applications

• Proficiencyin best practice principles of client communication and support

• Solid knowledge of the financial services marketplace andComprehensive understanding of the trading lifecycle

Added Bonusif youhave :

• ITIL v3 Foundation or higher certification is desirable

• Hands-on experience with FIX Protocol, SQL, and scripting languages (Perl/Shell/Python) is a distinct advantage

• Strong understanding of order management systemsandProficiencyin debugging and tracing application logs

What We Offer You

• A modern, international work environment within a dedicated and motivated team

• A competitive salary and bonus structure, complemented by a highly attractive benefits package

• A multifaceted role with a high degree of responsibility and broad scope

• The opportunity to work on some of the most challenging and relevant issues in financial services and technology

• A varied and stimulating work environment that fosters professional growth

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

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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