We operate a hybrid working model, this position is primarily based in the London office. You will be required to come into the office 2-3 days a week.
Your new role
The FIS Supply Chain Finance Client Services team is responsible for monitoring the operation of the system, providing support to our customers, performing configuration changes and working with other teams within the organisation to roll out the platform to new customers.
In your new role as an Application Support Analyst you will be responsible for the provision of 2nd and 3rd line support to our global network of customers. You will take full and independent ownership of the resolution and root cause analysis of advanced technical and functional issues in a Level 2 or Level 3 capacity.
What you'll do
Triaging incoming tickets, performing analysis, and resolving customer issues
Maintain effective client communication throughout the incident life-cycle
For critical issues identify solutions to get clients back to BAU as quickly as possible in-line with client’s SLAs
Actively monitoring system health using a variety of tools including dedicated infrastructure and application monitoring suites, SQL, and ActiveBatch
Collaborating closely with the Development, Infrastructure, and Implementation teams to bring new customers onto the platform
Resolving client incidents and/or escalating where needed
Monitoring and responding to monitoring events
Who you are
3 - 5+ years professional experience in a 1st, 2nd and 3rd line application support role in a customer-facing environment
Strong, demonstrable experience in successfully supporting, troubleshooting and/or implementing major hosted enterprise systems
You are comfortable analyzing, transforming, and generally working with large datasets
You have a passion for helping others and thrive on solving problems
You are logical and insightful when troubleshooting problems
You flourish in a dynamic high-pressure environment and can prioritize incoming and existing tasks according to urgency and impact
Advanced technical skills including:
SQL, RDBMS expertise
Monitoring and scheduling tools (DataDog & ActiveBatch)
XML and other data file formats
Windows Servers
Cloud and other virtualisation/containerisation technologies, particularly Azure
An understanding of ITIL concepts.
Working hours
This role involves shift working. There are three shifts working the following hours:
Early Shift: 06:00 – 14:30 GMT
Mid Shift: 09:00 – 17:30 GMT
Late Shift: 14:30 – 23:00 GMT
A normal shift pattern would be 1 x Early Shift (Only on bank holidays), 1x Late Shift (Once a week), Sunday Shift (7am to 2:30pm - Once every 9 weeks)
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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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