Apps Support Lead

 Position Responsibilities\Requirements(Pune)(8 – 12 years):

 

FIS IntelliMatch is a front-to-back-office solution that provides a consolidated system approach so that businesses can effectively manage their products, partners and applications
The solution's end-to-end capability eliminates the need for companies to maintain multiple systems and provides users with a real-time view of data, enabling decisions based on accurate information, workflow automation for improved accuracy and resourcing, and configurable functionality so that companies can easily respond to market changes and compliance.

 

We are looking for an (IntelliMatch) Application Specialist who will act as an Operations Delivery Manager to join our team in Pune.

 

Key Responsibilities:

•Team management – shifts, vacations, training & appraisal processes

•Relationship management, effectively own and manage the relationship for MS clients internally (Supporting Services, Client Services and Business Unit) and occasional external interaction with clients where required .

•Issue Management of Client and Internal issues logged with the Operations Desk, to include; •Accurate and timely logging of issues

•Issue investigation and resolution

•Close liaison with the primary business unit and Internal/Customer Projects teams for escalation and prioritization purposes

•Issue escalation where required

•Ability to prioritise issues according to set guidelines

•Reporting of Issues internally – in the form of weekly / Monthly / reports

•Ability to recognize areas for Improvement in processes & procedures, input to the Continuous Service Improvement Programme

•Organise and conduct successful Disaster Recovery exercise for customers, in conjunction with Client Services teams.

•Effective communication both verbal and written

•Keep up to date on functionality available in relevant product(s) and latest releases of new features or modules

•Ability to work on-site with client if required

•Escalate support related project work or request for additional resources to complete projects and assist resolve issues raised by consulting team

•Ensure accepted organisational systems, tools, processes and standards are followed and adhered to.

•Translate, communicate and reinforce the goals, values and priorities of the organization

•Recognise business development opportunities and escalate to the Managed Services Director or Team Leader

•Identify and track new business initiatives resulting from issues being logged – for example training, new functionality, configuration and/or managing upgrades paths and the benefits associated

•Become a subject matter expert for Asset Management
Need to know and learn new features and functions of the system by showing initiative with each release and learning new functions that may not be utilised by your client base
A global view presents the business with further opportunities.

•Ability to work under pressure, both in terms of deliverable deadlines, but also in communication under difficult situations.  A calm and professional manner at all times is an essential requirement.

•The ability to pay attention to detail, while also being capable of seeing the 'bigger picture'.

•Accounting knowledge – debit, credits, reconciliation and a mathematical understanding of interest income calculations

 

Position Requirements:

•Excellent interpersonal and communication skills
Representative primarily of ASIA/EMEA support team at a senior level

•Be able to present the support model in sales processes and support the pre-sales effort

•Ability to build and maintain strong Client relationships requiring deep technical and functional expertise

•Issue management and administration experience.

•Excellent analysis, and problem-solving capability – detailed root cause analysis.

•Some travel internationally to client sites.

•Clear organizational awareness and knowledge.

•Excellent problem solving capability; •Identifies the issue and thinks it through sequentially

•Differentiates the symptoms from causes

•Identifies problems, gathers facts and other appropriate resources needed to resolve issues

•Understands available options and recommends solutions

•Follows established processes and procedures

•Thinks outside the square approach

•Excellent training and presentation skills
Present solutions, provide training and deliver in a professional manner

•Resolves technical issues with workarounds independently – data issues, new solutions, alternate approaches

•A second European language is an advantage

 

 

TECHNICAL REQUIREMENTS

•Advanced knowledge of working with IntelliMatch (preferably at least 3-4 years of experience with IntelliMatch)

•Ability to write SQL statements (joins, updates, scripts for analysis, etc)

•Ability to understand complex object orientated database

•Ability to troubleshoot technical environment issues for example Citrix, n-tier architecture, AND database

•Troubleshoot complex problem

•Understand basic stored procedures, database views and database structure

•Experience around Crystal Reports

•Good Microsoft excel skills – mathematical understanding of NPV, PV, PMT, TERM, RATE functions