Service Delivery Analyst

6 days ago

Manila, National Capital Region, Philippines FIS Global Full time

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, collaborative, entrepreneurial, passionate and above all fun.

Job Summary: Provide production support during batch cycle (high severity tickets). Handle triage tickets for investigation of issue. Will be supporting existing IBS Core Banking system. Enhancement of existing applications in a service delivery perspective (focus on reliability).

What You Will Be Doing:

Provides technical support activities for a software production processing environment.
Installs, maintains and supports application/source code and/or its components and subsystems including third party software.
Detects, diagnoses and reports related problems.
Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.
Creates and maintains complete documentation relative to the support of application software.
Provides twenty-four hour support for applications and supporting software.
Provides consultation to internal users with regard to software capabilities and use.
Follows escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner.
Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
Plans and supports application specific disaster recovery activities including development and maintenance of documentation.
Conducts production support validations/certifications and accepts turnover from development.
Provides standardized operational reporting metrics to business as well as information technology management.
Monitors and maintains product availability, capacity and performance for products based on defined service level.
Provides support to the application security functionality and related administrative and audit services.
Participates in change management reviews, confirmation of changes implemented and validate associated documentation.
Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times.
Other related duties assigned as needed.

​
What You Will Bring:
Must have skills/tools/experience: Batch production support, IBM mainframe, JCL, CICS, COBOL
Nice to have skills/tools/experience: IMS, DB2, Deposit system, Core Banking system
Must be amenable to work on shifting schedules
Must be amenable to work on a Hybrid setup (twice a week onsite). Office location is at Ecoplaza Bldg, Makati City (Near Magallanes MRT Station, EDSA)
Communicates ideas both verbally and in written form in a clear, concise and professional manner appropriate to audience including executive levels
Requires a working knowledge of applications and utilities used by supported products
Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problems
Ability to demonstrate interpersonal and teambuilding skills and manage conflict
Ability to understand and apply concepts
Ability to analyze and solve problems using learned techniques and tools including escalation practices
Skilled use of Microsoft Office package and related software applications is required
Team skills, including the ability to establish and maintain effective working relationships
General business skills, industry knowledge, financial management and planning skills
Strong analytical, statistical and problem solving skills
Ability to utilize judgment in decision making process and decisions related to job tasks
Strong organizational skills and ability to handle multiple tasks and meet deadlines
Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public

What We Offer:
A competitive salary and benefits (including HMO on the first day)
Great workspaces with dedicated and motivated colleagues
A variety of career development tools, resources & opportunities

#LI-JO1
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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