Principal Responsibilities:
The successful candidate will be involved in all the following aspects of the role:
- Acts as an Escalation Point between Client and Support Desk.
- Develop strong working relationships with Assigned Clients and FIS.
- Manage the Service Delivery Component of the Client relationship.
- Conduct regularly scheduled status calls with client to discuss important key service topics, to review projects in client s queue and to discuss available service offerings.
- Own and work on Urgent and Escalated Tickets/Issues for Clients.
- Monitor monthly service level/availability management reports to identify possible trends in service level agreement (SLA) misses and contact appropriate product area if misses fall within guidelines of a contractual penalty.
- Other related duties assigned as needed.
What you bring:
Knowledge / Experience
- Experience in a Client Service Management / Service Delivery Management role
- Experience of working in BFSI sector - exposure to Reconciliations Mandatory,
- Knowledge of IntelliMatch - required
- Knowledge of Technical Support required.
- Product Support experience is added benefit
- Good Excel and Presentation skills
- Good working knowledge of FIS systems as well as the industries in which FIS competes
Qualifications
- Bachelor s Degree in Engineering or related field or the equivalent combination of education, training, or work experience.
- ITIL certification preferred
