Position Type:
Full time
Type Of Hire:
Experienced (relevant combo of work and education)

Production Support (2-4 years) - Night Shifts - Pune

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, team-oriented, entrepreneurial, passionate and above all fun.

About the team

What you will be doing

Your main responsibilities would be to be the first point of contact for all client requests raised over weekends i.e. Friday evening IST to Monday morning IST
- Monitor queue over weekends for Functional/Technical Support Requests using FIS Ticketing Tools
- Send first response within SLAs during this monitoring period, staff would need to customize such responses based on per ticket severity.
- Receive phone calls and register conversations in ticketing tool as appropriate




- For Severity 1 issue (Application being entirely down and no one from client side can proceed with their BAU work), engage:
- Schedule bridge calls with the client for Severity 1 issues and engaging relevant stakeholders within FIS for such calls.
- Resolve access-related tickets (password reset, User or User Group creation/amendment/deletion etc.) as per agreements with various product stakeholders and/or applicable client SLAs.
- Provide handover of all outstanding tickets to the relevant teams or per process so that it can be picked up by the core CX teams on Monday/ first time they start working during normal shifts
- Documentation - Contribute to Service Desk knowledge base; develop and maintain procedural and policy documentation as required
- Perform Alert/Batch monitoring tasks as per agreed SOPs and resolve alerts/ as defined in the SOP Playbook

What you bring:
Knowledge / Experience
- Must have experience of 2-4 years in Service Desk ,Product Support ,Production Support enviro

📌 Production Support (Pune)
🏢 FIS Global
📍 Pune