About the Opportunity

Job Description

Title Senior Analyst Programmer

Department GPS Production Support Services

Location India

Level 3

Fidelity International (FIL) offers world-class investment solutions and retirement expertise. As a privately-owned, independent company, investment is our only business. We are driven by the needs of our clients, not by shareholders. Our vision is to deliver innovative client solutions for a better future for our clients.

Our people are passionate, engaged, smart and curious, and we give them the independence and the confidence to make a difference. While we take pride in the excellence of our investment solutions and client service, we know we can always do better. We are honest, respectful and make tough calls, challenging the status quo to achieve better outcomes through innovation. Above all else, we always put our clients first.

About Team

We provide ground breaking solutions to deliver sustainable business value.By powerfully combining both the human and digital workforce, GPS Business process places itself in a leading position to respond and adapt in a continuously evolving ecosystem to achieve Fidelity's strategic goals, deliver best in class service to our clients, and provide exciting growth opportunities for our employees. This role is for a highly motivated technical resource to work within the Production Support role. He/She will need to work on multiple tools/technologies and will be responsible for the technical analysis and support of applications as per the requirements

Purpose of the Role

The Senior Analyst Programmer serves as a member of Fidelity India team under GPS Production Services, supporting team in a technical support and developer capacity.

This role maintains service quality for the applications currently in production and will be responsible for all aspects related to the application support of the GPS Business process suite of products. This includes responding to technical problems that occur abruptly and require immediate solutions, managing the ticket queues to ensure timely responses to incidents logged by clients, and supporting the Application/process Development teams with defect remediation work.

Key Responsibilities

Responsibilities

Application/Process Production Support.

• Ensure all requests raised by clients and users are handled timely and appropriately by possessing
  technical knowledge of operating systems, applications/process, and software development lifecycle.
• Provide technical support to teams within the organization, and to external clients when required.
• Update technical documents and procedures to reflect current state.
• Provide support for application deployments.
• Assist with systems integration when needed.

Measures:

• For our technology platform and applications, ensure business critical issues, incidents,
  service descriptions and recurring problems are managed proactively, and
  technical/development support is aligned with priorities.

• Promptly review internal process gaps and client-specific issues/problems and look for
  innovative solutions. Be creative and build a reputation as a problem-solving partner to
  our clients and internal groups.

Infrastructure, Network and Application Support.

• Ensure infrastructure, network, application enhancements and maintenance fixes within FIL/vendors
  are well supported from a technology level.
• Assist in ensuring GPS technology policies and procedures are adhered to.

Measures:

• Participate in team's ROTA & on-call support schedule, works on incident, Service Request,
  Problem Tickets and enhancement/maintenance ticket assignments, and delivers excellent
  technical support.
• Execute application/process incident troubleshooting with the appropriate stakeholders
  (internal or external).
• Document all problems and assists in their resolution.
• Review internal and external client feedback for continuous improvements.

Defect Remediation.

• The Application/process Support will remediate defects based on business and client priorities to
  address service disruptions, incidents, and problems.

Measures:

• Enhance system reliability and performance to improve overall client experience.
• Review the issues log and making suggestions to enhance applications performance.
• Recommend improvements to policies, processes, and procedures.
• Develop KPIs and metric as input to client reports (e.g. SLA reporting) for teams across the business.
• Create Incident and Problem Management reports when needed.
• Participate in problem investigations, requirements gathering and analysis for defect
  remediation.

Skills and Knowledge

• Strong technical insight and experience to inform, guide, challenge and support technical decisions.
• Strong analytical, conceptual, and innovative problem-solving abilities.
• Ability to work independently while being in a team environment.
• Ability to quickly learn, adapt and change to meet the needs of a changing environment.
• Ability to explain complex ideas to those with limited IT and systems knowledge.
  . Excellent problem-solving skills.
  . Customer service oriented.

Experience and Qualifications Required

Job Related Experience

Minimum
Requirement:

5+ years

Must Have:

• 5+ years of experience as a developer or technical/application support.
• 5+ years experience on database platform(Oracle).
• 5+years of experience and knowledge on dot net framework.
• 3+ years of experience in Unix(shell scripting).
• Having knowledge of AWS.
• Knowledge of Workflow applications.
• Knowledge of RPA & BPMN tools like BluePrism, Appian, Camunda etc.

Education:

• First degree level (Bachelor's degree) or equivalent in Computer Science
• Knowledge of the financial service industry

Feel rewarded

For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work - finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.