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Position Type Full timeType Of Hire Experienced relevant combo of work and education Education Desired General Equivalency DiplomaTravel Percentage 0 GENERAL DUTIES RESPONSIBILITIES Managing day to day operations associated with 65 clients hosted on RPaaS platform from L1 perspective inclusive of IST Cortex and NGP application Team functional from two locations i e Mumbai Bangalore Periodic connect with the client showcasing performance review Random connect with client for critical bug fix issues Single POC for client to connect with and for enriching Client Experience Sensing and containing the client escalation wrt P1 P2 issues Coordination with internal Application Development DataBase Network team for faster closure of Code Fix tickets Ensuring maximum Same Day Resolution on Incidents and Service Requests 100 SLA TAT adherence with minimum client escalation Keeping tab on the update quality shared by engineers over the reactive internal tickets Conduction feedback feedforward session with engineers Resource Management Shift Adherence Managing the workforce for achieving the client and management objectives Monitoring compliance and process consistency Getting engineers cross skilled across various payments platforms for utmost efficiency 24 X 7 production support operations Other related duties assigned as needed Skillsets Needed Technical - Hands on experience with SQL DML FLT SNOW Kibana Xtranet ATM Card Operations Management - Operational Execution Escalation Resolution Client Service Team and Workforce Management Communication Presentation Problem Solving EDUCATION REQUIREMENTS Bachelor s degree in computer science or information systems or the equivalent combination of education training or work experience GENERAL KNOWLEDGE SKILLS ABILITIES Knowledge of company software products Knowledge of mainframe and or open systems operating systems Robust technical understanding of data processing both mainframe and open systems Knowledge of banking applications and their interdependencies Proven project management and excellent communication skills Demonstrated customer-focused leadership ability Excellent customer service skills that build high levels of customer satisfaction for internal and external customers Excellent verbal and written communication skills to technical and non-technical audiences of various levels of the organization or that of clients e g executive management individual contributors Excellent problem-solving team and time management skills 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 pridepass Position Type Full timeType Of Hire Experienced relevant combo of work and education Education Desired General Equivalency DiplomaTravel Percentage 0 GENERAL DUTIES RESPONSIBILITIES Managing day to day operations associated with 65 clients hosted on RPaaS platform from L1 perspective inclusive of IST Cortex and NGP application Team functional from two locations i e Mumbai Bangalore Periodic connect with the client showcasing performance review Random connect with client for critical bug fix issues Single POC for client to connect with and for enriching Client Experience Sensing and containing the client escalation wrt P1 P2 issues Coordination with internal Application Development DataBase Network team for faster closure of Code Fix tickets Ensuring maximum Same Day Resolution on Incidents and Service Requests 100 SLA TAT adherence with minimum client escalation Keeping tab on the update quality shared by engineers over the reactive internal tickets Conduction feedback feedforward session with engineers Resource Management Shift Adherence Managing the workforce for achieving the client and management objectives Monitoring compliance and process consistency Getting engineers cross skilled across various payments platforms for utmost efficiency 24 X 7 production support operations Other related duties assigned as needed Skillsets Needed Technical - Hands on experience with SQL DML FLT SNOW Kibana Xtranet ATM Card Operations Management - Operational Execution Escalation Resolution Client Service Team and Workforce Management Communication Presentation Problem Solving EDUCATION REQUIREMENTS Bachelor s degree in computer science or information systems or the equivalent combination of education training or work experience GENERAL KNOWLEDGE SKILLS ABILITIES Knowledge of company software products Knowledge of
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