Analyst II, Product Technical Support ( at Fidelity… · Pune

Analyst II, Product Technical Support ( Location: IND PUNE FL2 Product Technical Support Analyst Client Support L2 Functional Rotational Shift (includes night shift) 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. About the Team: The Client Support Representative will be responsible for communicating and providing support for the services and products offered by FIS Wealth. This role requires understanding of Trust Accounting and Financial Services industry, including both operational and system functions. The individual must build and maintain relationships at all organizational levels, both internally and with clients, and develop a comprehensive understanding of various client business models. Success in this role is demonstrated by delivering greater value, productivity, and satisfaction to clients. Maintaining a high level of customer satisfaction (CSAT) for the assigned client base is essential. What you will be doing: Provide operational and application support for Wealth related processes and systems. Assist with daily support activities, including issue investigation and troubleshooting, with minimal need for escalation. Respond to client and internal user inquiries through calls, emails, and tickets. Navigate and interpret mainframe systems, including managing batch processes and system outputs. Follow SOP and identify issues that require escalation. Support ongoing process improvements by adhering to quality, accuracy, and control standards. Participate in continued education and skill development to stay current on industry trends and system features and functions. Learn the functionality of the TrustDesk mainframe and desktop applications. Perform formatting, creation, and loading of batch file maintenance, as well as intraday maintenance tasks. Carry out ID Administration functions by following SOPs for processing user setups, access changes, terminations, ID resets, and access control review activities (approx 30% of the role). Monitor and process tickets within SLA on platforms such as JIRA and ServiceNow. PREFERRED QUALIFICATIONS Previous experience in a Trust, Custody, or Financial Services environment. Familiarity with reconciliations, operational workflows, or back‑office processing. Demonstrated technical aptitude and a willingness to learn complex systems. What you bring: Overall experience of 3-5 years Basic understanding of Trust Accounting concepts and industry standards. Familiarity with FIS Wealth management products and services is an advantage. Strong attention to detail and comfort working with data-driven processes. Intermediate proficiency with MS Access databases. Experience with Identity & Access Management processes is required. Experience with ticketing tools such as JIRA and ServiceNow. Experience with MS Office applications is a must. Advanced skills in MS Excel; knowledge of SQL is a plus. Prior experience or knowledge in Batch File Management is beneficial. Strong verbal and written communication skills to collaborate with global teams. Professional communication and documentation abilities. Strong analytical and problem-solving skills. Ability to work independently while also contributing effectively to a team environment. Key Skills Preferred: MS Excel, MS Office, MS Access, Trust Accounting, Batch File Management, Identity & Access Management. What we offer you: An exciting opportunity be a part of World’s Leading FinTech Product MNC To be a part of vibrant team and to build up a career on core banking/payments domain A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities A broad range of professional education and personal development possibilities – FIS is your final career step! 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. #pridepass