Production Support

As a User Access Management team member at FIS, you will play a crucial role in managing user access to various systems and applications, ensuring compliance with security policies, and contributing to the overall security posture of the organization. Your responsibilities will include: - Monitoring the queue for Functional/Technical Support Requests using FIS Ticketing Tools - Sending first responses within SLAs and customizing responses based on ticket severity - Receiving phone calls and registering conversations in the ticketing tool - Engaging in bridge calls with clients for Severity 1 issues and coordinating with relevant stakeholders within FIS - Owning client communication during Severity 1 issues and providing regular updates - Resolving access-related tickets such as password resets and user creation/amendment/deletion - Providing handover of outstanding tickets to relevant teams for further action - Contributing to the Service Desk knowledge base and maintaining procedural documentation - Performing Alert/Batch monitoring tasks as per agreed SOPs Qualifications required for this role include: - 2-4 years of experience in Service Desk, Product Support, or Production Support environment - Experience working in 24x7 support teams, including night shifts and weekends - Basic knowledge of IT environments, hardware, and technology - Familiarity with diagnostic utilities and multiple Ticketing Tools - Bachelors degree in science/computers/engineering or equivalent - ITIL v3 Foundation or higher certification is desirable The ideal candidate should possess: - Excellent oral and written communication skills - Good interpersonal and communication skills - Strong analysis and problem-solving capability - Self-starter with a team mindset and customer service focus - Ability to work effectively with minimum supervision and a sense of ownership At FIS, you can expect a modern work environment, career development opportunities, support for charity initiatives, and a range of benefits designed to enhance your lifestyle and well-being. Join a global team that values collaboration, flexibility, and respect. As a User Access Management team member at FIS, you will play a crucial role in managing user access to various systems and applications, ensuring compliance with security policies, and contributing to the overall security posture of the organization. Your responsibilities will include: - Monitoring the queue for Functional/Technical Support Requests using FIS Ticketing Tools - Sending first responses within SLAs and customizing responses based on ticket severity - Receiving phone calls and registering conversations in the ticketing tool - Engaging in bridge calls with clients for Severity 1 issues and coordinating with relevant stakeholders within FIS - Owning client communication during Severity 1 issues and providing regular updates - Resolving access-related tickets such as password resets and user creation/amendment/deletion - Providing handover of outstanding tickets to relevant teams for further action - Contributing to the Service Desk knowledge base and maintaining procedural documentation - Performing Alert/Batch monitoring tasks as per agreed SOPs Qualifications required for this role include: - 2-4 years of experience in Service Desk, Product Support, or Production Support environment - Experience working in 24x7 support teams, including night shifts and weekends - Basic knowledge of IT environments, hardware, and technology - Familiarity with diagnostic utilities and multiple Ticketing Tools - Bachelors degree in science/computers/engineering or equivalent - ITIL v3 Foundation or higher certification is desirable The ideal candidate should possess: - Excellent oral and written communication skills - Good interpersonal and communication skills - Strong analysis and problem-solving capability - Self-starter with a team mindset and customer service focus - Ability to work effectively with minimum supervision and a sense of ownership At FIS, you can expect a modern work environment, career development opportunities, support for charity initiatives, and a range of benefits designed to enhance your lifestyle and well-being. Join a global team that values collaboration, flexibility, and respect.