About the Opportunity

Title Senior Analyst Programmer

Department GPS Production Support Services

Location India

Level 3

Purpose of the Role The Senior Analyst Programmer serves as a member of Fidelity India team under GPS Production Services, supporting team in a technical support and developer capacity.

This role maintains service quality for the applications currently in production and will be responsible for all aspects related to the application support of the GPS Business process suite of products. This includes responding to technical problems that occur abruptly and require immediate solutions, managing the ticket queues to ensure timely responses to incidents logged by clients, and supporting the Application/process Development teams with defect remediation work.

Key Responsibilities

Responsibilities

- Ensure all requests raised by clients and users are handled timely and appropriately by possessing technical knowledge of operating systems, applications/process, and software development lifecycle.
- Provide technical support to teams within the organization, and to external clients when required.
- Update technical documents and procedures to reflect current state.
- Provide support for application deployments.
- Assist with systems integration when needed.

Measures:
- For our technology platform and applications, ensure business critical issues, incidents, service descriptions and recurring problems are managed proactively, and technical/development support is aligned with priorities.




- Promptly review internal process gaps and client-specific issues/problems and look for innovative solutions. Be creative and build a reputation as a problem-solving partner to our clients and internal groups.

Infrastructure, Network and Application Support.
- Ensure infrastructure, network, application enhancements and maintenance fixes within FIL/vendors are well supported from a technology level.
- Assist in ensuring GPS technology policies and procedures are adhered to.

Measures:
- Participate in teams ROTA on-call support schedule, works on incident, Service Request, Problem Tickets and enhancement/maintenance ticket assignments, and delivers excellent technical support.
- Execute application/process incident troubleshooting with the appropriate stakeholders (internal or external).
- Document all problems and assists in their resolution.
- Review internal and external client feedback for continuous improvements.

Defect Remediation.
- The Application/process Support will remediate defects based on business and client priorities to address service disruptions, incidents, and problems.

Measures:
- Enhance system reliability and performance to improve overall client experience.




- Review the issues log and making suggestions to enhance applications performance.
- Recommend improvements to policies, processes, and procedures.
- Develop KPIs and metric as input to client reports (e.g. SLA reporting) for teams across the business.
- Create Incident and Problem Management reports when needed.
- Participate in problem investigations, requirements gathering and analysis for defect remediation.

About you

Skills and Knowledge

- Strong technical insight and experience to inform, guide, challenge and support technical decisions.
- Strong analytical, conceptual, and innovative problem-solving abilities.
- Ability to work independently while being in a team environment.
- Ability to quickly learn, adapt and change to meet the needs of a changing setting.
- Ability to explain complex ideas to those with limited IT and systems knowledge. Excellent problem-solving skills. Customer service oriented.

Experience and Qualifications Required

Job Related Experience

Minimum Requirement

- 5+ years of experience as a developer or technical/application support.
- 5+ years experience on database platform(Oracle).
- 5+years of experience and knowledge on dot net framework.
- 3+ years of experience in Unix.shell scripting.
- Having knowledge of AWS.
- Knowledge of Workflow applications.
- Knowledge of RPA BPMN tools like BluePrism, Appian, Camunda etc.

Education:

- First degree level (Bachelors degree) or equivalent in Computer Science
- Knowledge of the financial service industry

📌 Senior Analyst Programmer (Bengaluru)
🏢 Fidelity International
📍 Bengaluru