production Support(UNIX/Linux, Shell scripting, SQL (MS-SQL, Oracle) – Rotational Shifts

production Support(UNIX/Linux, Shell scripting, SQL (MS-SQL, Oracle) – Rotational Shifts About the role: As a  Managed Service Analyst II , you will provide  Level 2 application support  for FIS Cleared Derivatives applications, ensuring seamless operations for leading investment banking clients. You will be responsible for supporting  Trade Allocation, Matching, Reconciliations, Position Management, Cash & Collateral Management, Reporting, and Trade Settlement . Your role involves  proactive issue resolution, incident management, and collaboration with cross-functional teams  to ensure smooth operations. You will troubleshoot technical and functional issues, manage escalations, and adhere to SLAs. Additionally, you will contribute to  system monitoring, root cause analysis, and process improvements  while working in shifts, including early mornings, extended hours, and occasional weekends.

The  Cleared Derivatives (BPaaS) Production Support Team  ensures  high availability, reliability, and performance  of post-trade processing applications that covers middle-office and back-office responsibilities for global investment banking clients.

Serve as the primary point of contact for investment banking clients, provide  Level 2 support  and address inquiries and provide expert support for Cleared Derivatives products. Investigate, troubleshoot, and resolve  functional and technical issues with applications hosted at FIS and at Client environments Manage incident tickets, escalations, and problem resolutions  within SLAs. Assist with internal and external audits Liaise with  development teams  for issue fixes and enhancements. Maintain  strong relationships with clients , provide timely updates and ensure a positive customer experience. Participate in  Disaster Recovery (DR) and Business Continuity (BCP) tests . Perform  application monitoring using tools like Geneos, Prometheus, Grafana, Autosys Support  ITIL-based processes  such as incident management, problem management, change management, release management, capacity planning etc., Document  client issues and recurring challenges  to improve efficiency. Document client issues and recurring technical challenges to improve  product quality and efficiency . What You Bring (Knowledge & Experience) 2+ years of experience in production or product support  within capital markets, investment banking, or financial services. Knowledge of capital markets  and Cleared Derivatives post-trade activities will be an added advantage Hands-on experience with UNIX/Linux, Shell scripting, SQL (MS-SQL, Oracle) . Familiarity with monitoring tools (Geneos, Prometheus, Grafana)   and scheduling/automation tools (Autosys) . Service Request, Incident, problem, change, release and deployment management experience (ITIL framework) . Proven  client-facing experience  with excellent verbal and written communication skills to interact with clients and internal teams Ability to work independently, prioritize tasks, and handle critical issues efficiently. Essential Skills Hands-on experience in UNIX/Linux, Shell scripting, SQL , and database operations . Experience with financial services, capital markets Experience with automation tools  like Autosys, Control-M for job scheduling and monitoring Strong Problem-solving, troubleshooting, and debugging skills . Ability to work in shifts, including early mornings and flexibility to work on weekends as required Good working knowledge in incident management, problem management, change management, release and deployment management etc., (ITIL framework) . Proficiency in ITIL-based processes and ticketing tools like ServiceNow, TeamSupport etc., Capability to work in a demanding environment with clear objectives and meet targets Good communication and interpersonal skills  to interact with clients and internal teams. Desirable Skills Knowledge of using monitoring tools like Geneos,