Professional Services Consultant Senior

Position Type
Full time
Type Of Hire
Experienced (relevant combo of work and education)
Production Support Technician II (Work from Client Location)
Introduction
We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know~ Are you FIS?
About The Role
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.
The Technical Support Specialist (L2) for the Banking System is responsible for providing advanced technical support, troubleshooting, and issue resolution for banking applications. This role serves as the second line of defense, escalating complex issues to L3 support when necessary while ensuring timely resolutions to maintain system stability and performance. The ideal candidate will have strong problem-solving skills, experience in banking systems, and a client-focused approach.
What You Will Be Doing
Diagnose, analyze, and resolve technical issues related to the banking system
Provide L2 support by investigating application errors, database issues, and system performance problems
Collaborate with L3 support teams to ensure proper issue escalation and resolution
Monitor application performance, system logs, and system memory alerts to identify potential issues
Perform routine maintenance, DR DRILL, and apply patches or updates as needed
Ensure UAT simulations and deployments
Ensure that SIT is diligently performed before UAT deployments
Support scheduled deployments, system updates, and configuration changes
Ensure all required Documents/Pre-Requisites are fulfilled as per Client’s CAB (change advisory board) much in advance before the deployment cycle
Work closely with developers, Client, and OEM vendors to resolve complex system issues within defined TAT
Escalate unresolved critical issues to L3 support, ensuring proper documentation and analysis by following defined Escalation process
Liaise with business users and stakeholders to provide technical insights and status updates
Maintain detailed records of incidents, troubleshooting steps, and resolutions
Analyze and study root cause of issues and work towards a permanent fix
Track repeat incidents and take necessary action with L3 Support
Update knowledge base articles, FAQs, and internal documentation
Provide training and guidance to L1 support teams and handle & manage the roster of the whole team
Ensure compliance with banking regulations, security policies, and data protection standards
Support audit processes and provide necessary documentation when required
Monitor system access controls and assist in security-related configurations
Monitor L1 team activities for day-to-day operations and coordinate with Bank and Vendors of Bank for daily operation
Knowledge of regulatory requirements in banking IT
Required Qualifications
Bachelor’s degree in Computer Science, Information Technology, or any Circuit Branches
Overall 6+ years of experience
3+ years of experience in application support or IT operations within the Banking Payment Domain
Experience with SQL, Oracle, or other relational databases for query execution and scripting
Familiarity with Linux/Unix and Windows server environments
Experience with APIs, web services, and system integrations
Understanding of ITIL processes (Incident, Problem, Change Management, Automation)
Perform SIT/UAT testing for all Change Requests and Incident fixes
Should have worked in ISO8583 Switch related environment; IST Switch experience is advantageous
Strong communication skills to interact with technical teams and clients
Preferred Qualifications
Hands-on experience with banking applications such as IST Switch ISO8583, VTS, MC & Boss Simulator, or similar systems
Excellent problem-solving and analytical skills in banking systems and payment domain
Knowledge of regulatory requirements in banking IT
What We Offer You
At FIS, we are as committed to growing our employees’ careers as our own business. We offer~
Opportunities to innovate in fintech
Inclusive and diverse team atmosphere
Professional and personal development
Resources to contribute to your community
Competitive salary and benefits
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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Work arrangement
No