Manila.GENERAL DUTIES & RESPONSIBILITIESDrives issue resolution by making critical decisions that may impact multiple clients’ processing.
Proactively investigates known and unknown error conditions and follows prescribed error correction procedures when they apply.
Performs monitoring and operational management functions for associated hardware and software within 24x7 processing environment.
Maintains peak performance at full capacity for all systems.Follows new / improved work procedures where appropriate, tests and implements program and / or systems changes, responds to processing problems and exercises sound judgment to make client impacting processing adjustments.
Recognizes abnormal processing conditions and makes appropriate response decisions.Follows escalation procedures when appropriate to resolve errors in a timely manner.
Makes use of available documentation to resolve errors and identifies / implements documentation gaps.Recognizes and implements / automates process enhancements.
Monitors and responds accordingly to an array of system and application generated messages.Responds in a timely manner to questions and requests from incoming calls and incident tickets.
Proactively maintains contact with clients and serves as client advocate to internal organizations.Analyzes problems / trends with client systems and applications and takes steps to avoid recurrence.
Works on internal and external projects of various sizes, complexity.Contributes to existing and develops new solution approaches to the IT environment.
Other related duties assigned as needed.EDUCATION REQUIREMENTSHigh school diploma or GED. Associate’s or Bachelor’s degree or the equivalent combination of education, training, or work experience may be required at higher career levels.
GENERAL KNOWLEDGE, SKILLS & ABILITIESDemonstrated knowledge of FIS products and services, financial services industry and mainframe and / or open systems operating systemsKnowledge of clients objectives / business priorities and FIS role in achievingAbility to effectively use production control tools and resources encompassing mainframe, open system processing, processor link / Connex software, ATM’s, environmentsExcellent customer service skills that build high levels of customer satisfaction for internal and external customersExcellent analytical, decision-
making, problem-solving, team and time management skillsExcellent verbal and written communication skills to technical and non-
technical audiences of various levels in the organization, e.g., executive, management, individual contributorsWillingly shares relevant technical and / or industry knowledge and expertise to other resourcesAbility to persuade and influence others on the best approach to takeAbility to multi-
task, deal with predefined deadlinesFlexibility, versatility, dependability, positive outlook, strong work ethicResourceful and proactive in gathering information and sharing ideasAbility to analyze all system processing delays, failures and errors to determine the appropriate action necessary for resolutionAbility to use troubleshooting applications and tools for first and second level issuesAbility to use and reference system related documentationFIS JOB LEVEL DESCRIPTIONEntry level professional role.
Basic skills with moderate level of proficiency. Has general understanding of processes, tools and practices in one or more technical processing environments.
Generally performs single-function tasks that tend to be of small to moderate size and scope. Works under close to moderate supervision with limited latitude for independent judgment.
Consults with senior peers on non-complex tasks, error conditions and production issues to learn through experience. Typically requires up to three years production / operations support experience.
With a 50-year history rooted in the financial services industry, FIS™ is the world's 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.FIS is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.
The EEO is the Law poster is available here and hereFor positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer : In developing this job description care was taken to include all competencies needed to successfully perform in this position.
However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation.
All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.As part of the selection process this role may require an assessment to determine suitability