FIS
Pune, Maharashtra, India Posted 4d ago
FIS Enterprise Treasury Client Experience team provides product technical support to global clients using Trax and FIS Payment Hub. The Supervisor, Client Services independently owns complex and business-critical client issues requiring deep application, platform, integration, database, and infrastructure analysis.
Key Responsibilities
Own complex Trax incidents and service requests from technical assessment through restoration, resolution, workaround, or effective escalation.
Provide Level 2 investigation for application, integration, interface, messaging, database, operating system, middleware, container, cloud, and infrastructure-related issues affecting Trax.
Analyze application and system logs, SQL data, configuration, process status, performance evidence, network connectivity, interfaces, batch activity, and monitoring alerts to isolate issues.
Reproduce reported issues where possible, document technical findings, identify probable root cause, and provide clear evidence when engaging Engineering or Product teams.
Assess business impact and technical severity, lead incident troubleshooting, manage escalations, and maintain accurate client and stakeholder communication.
Coordinate with Engineering, Product Management, Professional Services, Cloud/Hosting, Database, Network, Security, and third-party teams to deliver end-to-end outcomes.
Support technical discussions with banks and corporate clients across APJ, EMEA, and US regions, translating complex findings into clear business-friendly updates.
Contribute to release, upgrade, patch, deployment, testing, configuration, and post-change validation activities where Level 3 product support is required.
Drive problem management and root cause coordination for recurring or high-impact issues, and convert findings into preventive actions, automation, monitoring, or knowledge content.
Maintain high-quality technical ticket updates, investigation records, handovers, troubleshooting guides, runbooks, and knowledge articles.
Mentor support engineers, review investigation quality, share Trax technical knowledge, and help coordinate work during critical incidents or across shifts.
Lead or contribute to support process improvements that strengthen technical quality, response effectiveness, and client outcomes.
Follow security, privacy, change, audit, and service management requirements while supporting client production environments.
Requirements
Relevant experience in Level 3 product support, technical application support, production support, or client-facing support for enterprise financial applications.
Experience supporting payment processing, treasury, banking, or financial technology platforms.
Experience handling business-critical incidents, technical escalations, service requests, defect investigations, and root cause activities in an SLA-driven environment.
Understanding of payment processing and financial messaging workflows, interfaces, integrations, batch processing, and production support controls.
Strong debugging and structured troubleshooting skills across application and platform layers.
Good working knowledge of Microsoft Windows and/or Linux operating systems.
Good working knowledge of SQL and relational databases.
Experience with Java-based enterprise applications and middleware or application servers such as WildFly or Tomcat.
Knowledge of cloud and container technologies such as AWS, Azure, and Kubernetes.
Understanding of APIs, system integrations, secure file transfer, certificates, authentication, SSO, network connectivity, and application dependencies.
Preferred Qualifications
Trax or FIS Payment Hub experience.
Knowledge of shell scripting or Python for technical investigation or support automation.
Experience with ServiceNow, Jira, or comparable incident, problem, change, and defect-tracking tools.
Knowledge of SWIFT services, financial messaging, or MBC.
