Analyst I, Production Support

Experience:

• Overall 3+ Years of Relevant Experience

• 1+ years of experience application support or IT operations within the banking Payment Domain.

• Hands-on experience with banking applications such as IST Switch ISO8583.

Job Summary:

• A switch is a computer system which facilitates the transfer of electronic messages between terminal devices and appropriate network applications. ATM Switch plays an important role in the entire ATM connectivity. IST/Switch is an end-to-end software solution for businesses that manage real-world Electronic Payments, Mobile Commerce, and Internet payment processing across the entire payment lifecycle –merchants, issuers, acquirers, processors, payment gateways and card associations.

• L1 (Level 1) technical support in the Banking & Payment Domain sector plays a crucial role in ensuring seamless IT operations and customer service.

• We are looking for a skilled Technical Support Specialist (L1) to provide First-level support for IT applications and infrastructure in the Banking, Payment Services domain. The candidate will be responsible for troubleshooting technical issues, working closely with OEM Engineers, collaborating with L2 support team, and ensuring high availability and performance of critical Banking applications.

Mandatory Technical skill:

• Familiarity with SQL, Oracle, or other relational databases for query execution.

• Familiarity with Linux/Unix, GUI and Windows server environments.

• Understanding of ITIL processes (incident, problem, change management).

• Mandatory knowledge of Excel for report generation.

• Should have worked in ISO8583 Switch related Environment, IST Switch is advantageous.

• Effective communication skills to interact with technical teams and clients.

Key Responsibilities & Desired Operational Skills:

• Serves as the first point of contact for IT-related issues from employees or customers.

• Log, categorize, and prioritize service requests and incidents using a ticketing system.

• Should be able to identify and P1 and P2 incident.

• Should act whistleblower to all stakeholders and immediately take necessary action as per P1 & P2 SOP.

• Transaction and interface connectivity monitoring in both nodes.

• Perform initial troubleshooting and attempt to resolve common technical issues.

• Escalate complex issues to L2/L3 teams while ensuring proper documentation.

• Troubleshoot issues related to ATMs Switch and Assist in setting up and maintaining end-user devices.

• Respond to customer queries over the call or Mails related to online banking, mobile apps, and payment processing.

• Guide customers through transaction failures, card blocking, and fraud reporting procedures.

• Provide clear and professional communication to ensure customer satisfaction.

• Maintain detailed records of support tickets and resolutions.

• Generate transaction reports and reports on recurring issues to help improve IT support processes.

• Contribute to knowledge base articles for common technical issues.

• Monitor banking systems and services for any downtime or performance issues.

• Coordinate with internal teams to minimize downtime and service disruptions.

• Support client on UAT of Change Requests.

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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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