Production Support Professional (UNIX/Linux, Shell scripting, SQL)

Job description

Job Summary As a **Managed Service Analyst II**, you will provide **Level 2 application support** for FIS Cleared Derivatives applications, ensuring seamless operations for leading investment banking clients. You will be responsible for supporting **Trade Allocation, Matching, Reconciliations, Position Management, Cash Collateral Management, Reporting, and Trade Settlement**. Your role involves **proactive issue resolution, incident management, and collaboration with cross-functional teams** to ensure smooth operations. You will troubleshoot technical and functional issues, manage escalations, and adhere to SLAs. Additionally, you will contribute to **system monitoring, root cause analysis, and process improvements** while working in shifts, including early mornings, extended hours, and occasional weekends. About the Team The Cleared Derivatives (BPaaS) Production Support Team ensures high availability, reliability, and performance of post-trade processing applications that covers middle-office and back-office responsibilities for global investment banking clients. Key Responsibilities - Serve as the primary point of contact for investment banking clients, provide Level 2 support and address inquiries and provide expert support for Cleared Derivatives products. - Investigate, troubleshoot, and resolve functional and technical issues with applications hosted at FIS and at Client environments - Manage incident tickets, escalations, and problem resolutions within SLAs. - Assist with internal and external audits - Liaise with development teams for issue fixes and enhancements. - Maintain strong relationships with clients, provide timely updates and ensure a positive customer experience. - Participate in Disaster Recovery (DR) and Business Continuity (BCP) tests. - Perform application monitoring using tools like Geneos, Prometheus, Grafana, Autosys - Support ITIL-based processes such as incident management, problem management, change management, release management, capacity planning etc. - Document client issues and recurring challenges to improve efficiency. - Document client issues and recurring technical challenges to improve product quality and efficiency. What You Bring (Knowledge Experience) - 2+ years of experience in production or product support within capital markets, investment banking, or financial services. - Knowledge of capital markets and Cleared Derivatives post-trade activities will be an added advantage - Hands-on experience with UNIX/Linux, Shell scripting, SQL (MS-SQL, Oracle). - Familiarity with monitoring tools (Geneos, Prometheus, Grafana) and scheduling/automation tools (Autosys). - Service Request, Incident, problem, change, release and deployment management experience (ITIL framework). - Proven client-facing experience with excellent verbal and written communication skills to interact with clients and internal teams - Ability to work independently, prioritize tasks, and handle critical issues efficiently. Essential Skills - Hands-on experience in UNIX/Linux, Shell scripting, SQL, and database operations. - Experience with financial services, capital markets - Experience with automation tools like Autosys, Control-M for job scheduling and monitoring - Strong problem-solving, troubleshooting, and debugging skills. - Ability to work in shifts, including early mornings and weekends as required - Good working knowledge in incident management, problem management, change management, release and deployment management etc., (ITIL framework) - Proficiency in ITIL-based processes and ticketing tools like ServiceNow, TeamSupport etc., - Capability to work in a demanding environment with clear objectives and meet targets - Good communication and interpersonal skills to interact with clients and internal teams. Desirable Skills - Knowledge of using monitoring tools like Geneos, Prometheus, Grafana. - Experience with CD post-trade processes, including trade allocation, trade matching, reconciliations, and settlements. - Prior banking/financial institution experience. - Exposure to cloud-based environments and automation technologies. - SRE knowledge Education Certification - Bachelors degree in computer science, Engineering, Technology or a related field OR equivalent education, training, or work experience. - ITIL v3/v4 certification is a plus.