Job Description :
Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Associate’s Degree
Travel Percentage : 0%
GENERAL DUTIES & RESPONSIBILITIES
Drives issue resolution by making critical decisions that may impact multiple clientsu2019 processing.
Proactively investigates known and unknown error conditions and follows prescribed error correction procedures when they apply.
Performs monitoring and operational management functions for associated hardware and software within 24×7 processing environment.
Maintains peak performance at full capacity for all systems.
Follows new/improved work procedures where appropriate, tests and implements program and/or systems changes, responds to processing problems and exercises sound judgment to make client impacting processing adjustments.
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.
Recognizes and implements/automates 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 systems and applications and takes steps to avoid recurrence.
Works on internal and external projects of various s, complexity.
Contributes to existing and develops new solution approaches to the IT environment.
Other related duties assigned as needed.
EDUCATION REQUIREMENTS
High school diploma or GED. Associateu2019s or Bacheloru2019s degree or the equivalent combination of education, training, or work experience may be required at higher career levels.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
Demonstrated knowledge of FIS products and services, financial services industry and mainframe and/or open systems operating systems
Knowledge of clients objectives/business priorities and FIS role in achieving
Ability to effectively use production control tools and resources encompassing mainframe, open system processing, processor link/Connex software, ATMu2019s, 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, deal with predefined deadlines
Flexibility, versatility, dependability, positive outlook, strong work ethic
Resourceful and proactive in gathering information and sharing ideas
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
FIS JOB LEVEL DESCRIPTION
Career professional role. Highly-skilled with extensive proficiency. Provides second level support for production issues and changes affecting internal and/or external clients. Manages issues through the issue lifecycle.
Provides support of sales activities. Performs work as a project lead or project team member for technical or operational projects. Conducts status checks with clients and internal team to assess progress against project plan.
Updates project plan and/or documentation as needed. Identifies and defines business requirements for major projects, new systems/applications, policy changes or related projects. Performs troubleshooting and diagnoses of system/application problems. Communicates with internal teams and/or clients regarding problem solving, testing, and related activities. Offers constructive solutions to clientu2019s problems; effectively communicates rationale for decisions/solutions. Participates in disaster recovery/business recovery testing as needed; documents test results and/or modifications required for future events. Maintains disaster recovery/business recovery plan as needed.
Develops large and/or complex solutions that require some analysis and research. Works on multiple projects as a project leader or frequently as the subject matter expert. Works on projects/issues of medium to high complexity that require demonstrated knowledge across multiple technical processing environments and in-depth systems knowledge in at least one business area. Coaches and mentors junior production/operations support staff. Works under minimal supervision on complex projects. Moderate latitude for independent judgment within the context of affected stakeholders. Requires an Associateu2019s degree in business, computer science or related discipline. Typically requires four or more years production/operations support experience.
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
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.


Source link