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, and above 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 maintain a high level of customer satisfaction. Additionally, this role provides valuable insights into product enhancements based on comprehensive customer interactions.
What you will be doing :
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 require and Engage with 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 email and ticketing tools
Investigate and resolve issues reported by clients related to orders, products, and functionality and Perform other related duties as assigned
What You Bring :
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/L3 support roles
Extensive experience supporting back-office or order management system applications
Proficiency in best practice principles of client communication and support
Solid knowledge of the financial services marketplace and Comprehensive understanding of the trading lifecycle
Added Bonus if you have :
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 systems and Proficiency in 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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