Incident Response Analyst Jobs in Bangalore - Fidelity Information Services
Job Description
Eligibility:
- B. E./B. Tech (CS/IT/ECE/EEE),BCA, MCA & Bsc from 2016 & 2017 batches with 50% throughout acedemics
Job Description:
- Act as a single point of contact for phone calls and emails from colleagues and customers regarding FIS service issues and queries
- Log all calls in the Service Desk call logging system (Remedy)
- Provide basic 1st line support – troubleshooting of simple IT related problems, including basic network connectivity issues
- Identify the categorization of an issue and the suitable second-level team required to resolve it
- Escalate unresolved calls to the Cloud, CS, PS and other support teams as required
- Take ownership of Incidents, follow up the status of issues on behalf of the user, and communicate progress in a timely manner
- Maintain a high degree of customer service (CX) for all support queries and adhere to all service management principles
- Provide stats for the weekly Service Desk report on call trends, as required
- Other related duties assigned as needed
- Act within SLA and OLA targets
Skills:
- Excellent English listening, speaking and writing skills
- This position will require to work outside of normal business hours on a shift rotation basis, providing a 24/5 coverage model as standard
- Excellent verbal, written and group communication skills; Ability to communicate with technical and non-technical audiences
- Ability to display knowledge and understanding of, or formal qualification in, ITIL Service Management practices, specifically related to Incident Management
- Ability to establish relationships with people at all levels of the organization and with external customers and a willingness to take ownership of any issue resolution process
- Ability to work well in high pressure situations while supporting the work of other resources across various teams, to help resolve production incidents
- Act decisively, with an operational outlook
- Additional language skills
- FIS organizational awareness and knowledge
- Ability to function independently, and collaborate closely with business and technology owners against tight deadlines
- An ITIL qualification is preferable but not required
Note: This position may require a 24/7 shift rotation model in future
Job Particulars
Role it software engineer
Who can apply Freshers
Hiring Process Written-test, Face to Face Interview
Employment TypeFull Time
Job Id318260
Job Category IT/Software
Locality Address
State Karnataka
Country India
About Company
FIS™ is a global leader in financial services technology, with a focus on retail and institutional banking, payments, asset and wealth management, risk & compliance, consulting and outsourcing solutions. Through the depth and breadth of our solutions portfolio, global capabilities and domain expertise, FIS serves more than 20,000 clients in over 130 countries. Headquartered in Jacksonville, Fla., FIS employs more than 55,000 people worldwide and holds leadership positions in payment processing, financial software and banking solutions. Providing software, services and outsourcing of the technology that empowers the financial world, FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.
FIS has also been named the No. 1 overall financial technology provider in the annual FinTech 100 rankings. Despite these achievements, we never lose sight of the fact that it’s our clients that make us successful. That’s why FIS’ commitment to operational excellence and client satisfaction is at the forefront of our business strategies and top of mind with every decision we make.
FIS continually strives to give every client a voice and listen and respond to their needs. With a focus on innovation, new product development and enhancements, FIS is positioned to help our clients be more competitive and address their business challenges and strategic goals. We take information security very seriously and provide industry-leading secure and reliable solutions. At FIS, we are committed to protecting the assets of our clients and their customers.
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