Application Support (SQL) Professional

About the role:

• Provide L1/L2 level support for the clients based across the globe.
• Effectively coordinate among internal teams and provide world class client experience.

About the team:

• 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 models in place (24X7), we are primary team for APAC & ME clients, Secondary for EMEA and Supplementary for LATAM clients (6000+ unique client-product combinations covered).
• Our role requirements range from a simple service deck -> Technical -> Functional -> Techno-functional -> Enterprise Service/Client Service managers.
• We are a strong team of 560+ clients facing staff with a strong ITIL mindset and solution driven philosophy
• We continuously measure our service quality via client feedback in the form of Overall Satisfaction (OSAT) and Net Promotor Score (NPS).
• We use cutting edge & in-market tools and data governance using AI/ML to provide clients with intelligence to conduct their business.

What you will be doing:

• Support help clients resolve problems related to the Investor Service Manager/Private Capital Suite application and other associated applications related to it.
• Excellent communication skills.
• Experience of supporting windows application.
• Identify and resolve technical/IT issues.
• Working with clients to help them get the most out of our product and other associated applications.
• Document Contribute to Teams online knowledge base and client support documentation; develop and maintain procedural and policy documentation.
• Attention to detail and methodical working style.

What you will need:

• 1-3 years of experience working in Experience into Production support, basic SQL, checking logs, understanding of Servers, VM's, understanding of Fund accounting, KYC, AML, Private Equity, Change management, handling incidents..
• Excellent oral and written communications skills.
• Strong windows troubleshooting skills.
• Basic Microsoft Windows environment knowledge such as user rights, networking, administration and server configurations.
• Basic MS SQL knowledge.
• Understanding of ticketing tools, change management, SDLC.
• Rotational Shifts (24/7)