Product Support Supervisor

Job Description

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Computer Science Travel Percentage : 0%Are you curious, motivated, and forward-thinking At FIS you ll 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 fun.About the teamAt FIS we are looking for a Product Support Representative to join the FIS Enterprise Treasury Client Experience team. The successful candidate will provide treasury and payments support to our client base. Strong analytical skills are required to resolve issues of a technical and functional nature.What you will be doingThe role will involve leading a 24x7 team operationally, a team which will provide first/second level support (both functional and technical) to client s production issues. You will thus need to provide input to the management to continually improve overall effectiveness and operating efficiency of the team with daily communication with staff. You will also deal with staff from leading banks and corporates to which FIS provides financial software solutions with a view of providing them with real-time assistance for business-critical products. Your team will thus be the owner of all client outstanding issues and will need to provide follow-up actions and resolution schedules.What you bring:Knowledge / Experience

• Experience in a Client Services Treasury or Payments role supporting clients on financial applications
• Expert knowledge in the following fields is essential:

• Cash Management, Bank Reconciliation, Settlements, Payments and Foreign Exchange.

• More than 3 years experience working in Banking or Financial Institutions.
• 3+ years of experience in Tier-3 support on mission critical applications.
• 3+ years of leading a 24x5 Support Team at least operationally.
• Experience in identifying training requirements of individuals and teams and implementing them

Skills

• Excellent problem-solving, interpersonal and communication skills.
• Able to take initiative and manage all operational tasks of the team
• Ability to motivate, train and mentor junior staff of the team
• Ability to build, maintain strong client as well as inter departmental relationships.
• Flexible with rotating shifts covering 24x7
• Advanced knowledge of Microsoft Windows and particularly Windows Server: system and network configuration, registry, software installation, troubleshooting, scripting, Active Directory, etc.
• Knowledge of Linux: system and network configuration, software installation, system monitoring, troubleshooting,
• Good understanding of: DNS, Web proxies, Authentication methods such as SSO/LDAP/RSA, mail protocols, Web protocols

• Programming knowledge of Windows/Groovy IDE/Perl scripting,

• Experience with virtualization infrastructure, private and public: VMWare, Hyper-V, Azure.
• Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools
• MSSQL/Oracle DB experience, ability to understand advanced SELECT queries with joins. .

Qualifications

• Bachelor of Engineering or bachelor s degree in Computer Science or
• ITIL v3 Foundation or higher desirable

Competencies

• Fluent in English
• Organized approach manage and adapt priorities according to client and internal requirements
• Self-starter but team mindset - work as part of a global team
• Excellent communicator ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion

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

With a 50-year history rooted in the financial services industry, FIS is the worlds largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor s 500 Index.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 FIS Online Privacy Notice.Privacy StatementFIS 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 ModelRecruitment 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.,

Keyskills :
networkconfiguration softwareinstallation systemmonitoring CashManagement BankReconciliation scripting ActiveDirectory VMWare Azure ClientServices yperV