Production Support Representative Iii Pune (India)

Position Type: Full time Type Of Hire: Experienced (relevant combo of work and education) Production Support Representative III - Exchange Traded Derivatives (ETD) at FIS Your role involves proactive issue resolution, incident management, and collaboration with cross-functional teams to ensure smooth operations. You will troubleshoot technical and functional issues, manage escalations, and adhere to SLAs. Additionally, you will contribute to system monitoring, root cause analysis, and process improvements while working in shifts, including early mornings, extended hours, and occasional weekends. About the Team: Key Responsibilities: Serve as the primary point of contact for investment banking clients, provide Level 2 support and addressing inquiries and providing expert support for ETD products. Manage incident tickets, escalations, and problem resolutions within SLAs. Assist with internal and external audits: Liaise with development teams for issue fixes and enhancements. Maintain solid relationships with clients, providing timely updates and ensuring a positive customer experience. Participate in Disaster Recovery (DR) and Business Continuity (BCP) tests. Support ITIL-based processes such as incident management, problem management, change management, release management, capacity planning etc., Document client issues and recurring challenges to improve efficiency. Document client issues and recurring technical challenges to improve product quality and efficiency. What You Bring (Knowledge & Experience) 5+ years of experience in production or product support within capital markets, investment banking, or financial services. Solid knowledge of capital markets and Exchange Traded Derivatives post-trade activities. Hands-on experiencewith UNIX/Linux, Shell scripting, SQL (MS-SQL, Oracle). Familiarity with monitoring tools (Geneos, Prometheus, Grafana) and scheduling/automation tools (Autosys). Service Request, Incident, problem, change .