Linux & Java – Product Technical Support Analyst Lead -Pune
At FIS, our fintech solutions power businesses and markets around the world. We foster an inclusive, collaborative environment where teams work together to deliver innovation and exceptional client outcomes. If you are passionate about technology, leadership, and client service, this role offers an opportunity to make a meaningful impact.
About the Role
As a Product Technical Support Analyst Lead supporting back-office applications, you will play a critical role in ensuring the stability, performance, and reliability of services delivered to clients using FIS software solutions. You will help drive operational excellence by managing key support activities, maintaining service quality, and ensuring client needs are addressed in a timely and compliant manner.
In this role, you will manage a wide range of client inquiries covering functional, application, and technology-related issues. Success requires strong technical expertise, sound functional understanding, excellent problem-solving skills, and the ability to lead support efforts effectively while delivering timely and high-quality resolutions.
About the Team
- We are a client-facing function and serve as the first line of support and primary interface into the FIS ecosystem for our clients, addressing software, infrastructure, functional, and technical issues.
- Operating under a follow-the-sun support model with 24x7 coverage, we support global clients across APAC, EMEA, and the US, covering more than 6,000 unique client-product combinations.
- Our responsibilities span a wide range of services, from service desk support to technical, functional, techno-functional, and enterprise-level client service management.
- We are committed to continuous improvement and service excellence, measured through key indicators such as Overall Satisfaction (OSAT), Mean Time to Resolution (MTTR), and Net Promoter Score (NPS).
What You Will Be Doing
- Engage daily with professionals from leading banks and corporate clients who rely on FIS financial software solutions.
- Provide real-time support for business-critical applications, including troubleshooting incidents and performing detailed root cause analysis to drive swift and effective resolution.
- Participate in a rotational 24x7 remote support model across APAC, EMEA, and US shifts, working any five days per week to ensure continuous service availability and critical incident response.
Technical Stack
- Linux, Docker, Kubernetes, Oracle, SQL, Kafka, and Shell Scripting
- Good to have exposure to monitoring tools such as Kibana, Grafana, Prometheus, Geneos, and Dynatrace
- Strong understanding of operating systems, networking concepts, and connectivity troubleshooting
- Functional knowledge of trade lifecycle applications and back-office support processes
Key Responsibilities
- Deliver prompt, accurate, and professional client support while managing complex technical issues effectively.
- Diagnose issues through detailed analysis of application logs, system behavior, and support data across multiple platforms.
- Provide real-time troubleshooting and resolution for trading system issues to minimize disruption to business operations.
- Collaborate with internal teams and clients through strong communication, and confidently lead or participate in support calls and incident discussions.
What You Bring
- At least 7 - 9 years of hands-on experience supporting Linux and Java-based applications across production support and development environments, with exposure to back-office applications.
- Proven experience providing L2 and L3 technical support in complex production environments.
- Experience supporting back-office applications and order management systems.
- Strong client communication skills with the ability to maintain high service standards in a fast-paced support environment.
- Excellent analytical and problem-solving skills, with the ability to resolve complex technical and functional issues effectively.
- Familiarity with the trade lifecycle, derivatives markets, and prior experience with GMI will be a strong advantage.
Added Bonus If You Have
- Familiarity with the trade lifecycle and derivatives markets
- Prior experience with back-office applications will be an added advantage
What We Offer You
- Additional financial incentives for working across different shifts, based on project requirements
- Comprehensive health benefits, including family protection coverage
- Award-winning learning and development opportunities to support career growth
- A flexible home-office work model
This role offers the opportunity to work with global teams and clients in a dynamic, fast-paced, and growth-oriented environment.
Privacy Statement
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 Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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