Analyst I, Production Support

Production Support Technician II (Work from Client Location)

Introduction

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the Role

A switch is a computer system which facilitates the transfer of electronic messages between terminal devices and appropriate network applications. ATM Switch plays an important role in the entire ATM connectivity. IST/Switch is an end-to-end software solution for businesses that manage real-world Electronic Payments, Mobile Commerce, and Internet payment processing across the entire payment lifecycle – merchants, issuers, acquirers, processors, payment gateways and card associations.

The Technical Support Specialist (L2) for the Banking System is responsible for providing advanced technical support, troubleshooting, and issue resolution for banking applications. This role serves as the second line of defense, escalating complex issues to L3 support when necessary while ensuring timely resolutions to maintain system stability and performance. The ideal candidate will have strong problem-solving skills, experience in banking systems, and a client-focused approach.

What You Will Be Doing

• Diagnose, analyze, and resolve technical issues related to the banking system.
• Provide L2 support by investigating application errors, database issues, and system performance problems.
• Collaborate with L3 support teams to ensure proper issue escalation and resolution.
• Monitor application performance, system logs, and system memory alerts to identify potential issues.
• Perform routine maintenance, DR DRILL, and apply patches or updates as needed.
• Ensure UAT simulations and deployments.
• Ensure that SIT is diligently performed before UAT deployments.
• Support scheduled deployments, system updates, and configuration changes.
• Ensure all required Documents/Pre-Requisites are fulfilled as per Client’s CAB (change advisory board) much in advance before the deployment cycle.
• Work closely with developers, Client, and OEM vendors to resolve complex system issues within defined TAT.
• Escalate unresolved critical issues to L3 support, ensuring proper documentation and analysis by following defined Escalation process.
• Liaise with business users and stakeholders to provide technical insights and status updates.
• Maintain detailed records of incidents, troubleshooting steps, and resolutions.
• Analyze and study root cause of issues and work towards a permanent fix.
• Track repeat incidents and take necessary action with L3 Support.
• Update knowledge base articles, FAQs, and internal documentation.
• Provide training and guidance to L1 support teams and handle & manage the roster of the whole team.
• Ensure compliance with banking regulations, security policies, and data protection standards.
• Support audit processes and provide necessary documentation when required.
• Monitor system access controls and assist in security-related configurations.
• Monitor L1 team activities for day-to-day operations and coordinate with Bank and Vendors of Bank for daily operation.
• Knowledge of regulatory requirements in banking IT.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or any Circuit Branches.
• Overall 4+ years of experience.
• 3+ years of experience in application support or IT operations within the Banking Payment Domain.
• Experience with SQL, Oracle, or other relational databases for query execution and scripting.
• Familiarity with Linux/Unix and Windows server environments.
• Experience with APIs, web services, and system integrations.
• Understanding of ITIL processes (Incident, Problem, Change Management, Automation).
• Perform SIT/UAT testing for all Change Requests and Incident fixes.
• Should have worked in ISO8583 Switch related environment; IST Switch experience is advantageous.
• Strong communication skills to interact with technical teams and clients.

Preferred Qualifications

• Hands-on experience with banking applications such as IST Switch ISO8583, VTS, MC & Boss Simulator, or similar systems.
• Excellent problem-solving and analytical skills in banking systems and payment domain.
• Knowledge of regulatory requirements in banking IT.

What We Offer you

At FIS, we are as committed to growing our employees’ careers as our own business. We offer:

Opportunities to innovate in fintech

Inclusive and diverse team atmosphere

Professional and personal development

Resources to contribute to your community

Competitive salary and benefits

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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