Job Summary

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.

About the Team

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.

Key Responsibilities

- 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 solid 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 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 explicit 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, Prometheus, Grafana.
- Experience with CD post-trade processes, including trade allocation, trade matching, reconciliations, and settlements.
- Prior banking/financial institution experience.
- Exposure to cloud-based environments and automation technologies.
- SRE knowledge

Education Certification
- Bachelors degree in computer science, Engineering, Technology or a related field OR equivalent education, training, or work experience.
- ITIL v3/v4 certification is a plus.

📌 Production Support Professional (UNIX/Linux, Shell scripting, SQL) (Maharashtra)
🏢 FIS
📍 Maharashtra