Production Support Supervisor I

Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

Education Desired

General Equivalency Diploma

Travel Percentage

0%

General Duties & Responsibilities

• Managing day to day operations associated with 65+ clients hosted on RPaaS platform from L1 perspective inclusive of IST, Cortex and NGP application. Team functional from two locations i.e. Mumbai & Bangalore
• Periodic connect with the client showcasing performance review
• Random connect with client for critical / bug fix issues
• Single POC for client to connect with and for enriching Client Experience
• Sensing and containing the client escalation wrt P1/P2 issues
• Coordination with internal (Application/Development/DataBase/Network) team for faster closure of Code Fix tickets
• Ensuring maximum Same Day Resolution on Incidents and Service Requests. 100% SLA / TAT adherence with minimum client escalation
• Keeping tab on the update quality shared by engineers over the reactive / internal tickets
• Conduction feedback / feedforward session with engineers
• Resource Management & Shift Adherence
• Managing the workforce for achieving the client and management objectives
• Monitoring compliance and process consistency
• Getting engineers cross skilled across various payments platforms for utmost efficiency
• 24 X 7 production support operations
• Other related duties assigned as needed
  
  

Skillsets Needed

• Technical - Hands on experience with SQL/DML, FLT/SNOW, Kibana/Xtranet, ATM/Card Operations
• Management - Operational Execution, Escalation Resolution, Client Service, Team and Workforce Management, Communication Presentation, Problem Solving
  
  

Education Requirements

• Bachelor’s degree in computer science or information systems or the equivalent combination of education, training, or work experience
  
  

General Knowledge, Skills & Abilities

• Knowledge of company software products
• Knowledge of mainframe and/or open systems operating systems
• Strong technical understanding of data processing, both mainframe and open systems
• Knowledge of banking applications and their interdependencies
• Proven project management and excellent communication skills
• Demonstrated customer-focused leadership ability
• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels of the organization or that of clients, e.g., executive, management, individual contributors
• Excellent problem-solving, team, and time management skills
  
  

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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