Senior Lead Analyst - Product Support

Job Description

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we d like to ask you: Are you FIS

About the role:

The FIS Convertible Bond Services (Monis) team focuses on the modeling, pricing, trading and risk management of convertible securities and other hybrid equity-linked instruments.

We provide a range of products and services including analytic libraries, software products and terms and conditions data to help clients who are originating, trading and managing portfolios of convertible structures and the associated asset classes for their hedging and risk management. Used by more than 150 institutions and over 70 hedge funds, we are widely regarded as the benchmark for the convertible securities market.

• We are a client facing function, a first line of defense/interface into FIS eco system for our clients - to address Software/Infra issues, understand/clarify product behavior etc.
• We have follow-the-sun model in place (24X7), we are primary team for APAC & ME clients,
• Our role requirements range from a simple service deck -> Technical -> Functional -> Techno-functional -> Enterprise Service/Client Service managers
• We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS)

What you will be doing

• Provide level 1 and level 2 Application Product Support for FIS financial applications.
• Ensure timely resolution or escalation within SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress and handling customer with a professional attitude.
• Liaise with development team to get the fix for critical issues in timely manner.
• Experience of, or at least an interest in, project delivery. Both change requests and onboarding new clients.
• Willingness to handle both admin tasks and higher-level problem solving.
• Comfortable engaging directly with Portfolio managers / senior managers at hedgefunds and banks.
• Ensure timely resolution or escalation within SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress and handling customer with a professional attitude.
• The position involves working in early morning shift apart from normal working hours.

What you bring:

• Convertible bond exposure / experience.
• Financial industry knowledge. What is a hedge fundWhat do they do
• SQL Server experience (database configuration, not scripting).
• knowledge of Windows Server basics. Network drives, Domains, Ips, Services, accounts, software installation.
• Market data knowledge, yield curves, Bloomberg etc.
• Good understanding of capital market areas.
• Candidate should have good ITIL process knowledge and should be able to manage incident call, problem ticket etc.
• Good analytical and problem-solving skills with an aptitude to learn quickly.
• Candidate needs to have, or develop, an understanding of the functionality of the software and the underlying business to be able to handle customer issues efficiently.

What we offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities - FIS is your final career step!
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities

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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