Senior Analyst - Product Support (L1/L2 Support, Public Cloud or Private Cloud)

Are you a highly skilled problem solver with a passion for supporting cutting-edge technology? Do you thrive in a fast-paced and dynamic environment? If so, we have an exciting opportunity for you to join our team as a Senior Analyst for Product Support at Fidelity National Information Services (FIS).As a Senior Analyst, you will play a key role in providing exceptional technical support for our clients who utilize our public or private cloud products. In this position, you will utilize your expertise in L1/L2 support to troubleshoot and resolve complex issues, while also providing top-notch customer service.To be successful in this role, you must have a strong understanding of public or private cloud technology and possess excellent communication and problem-solving skills. Additionally, a minimum of 3 years of experience in L1/L2 support is required.Join our team at Fidelity National Information Services and take your career to the next level as a Senior Analyst in Product Support.

1. Provide technical support for clients using FIS cloud products, both public and private.
2. Utilize knowledge and experience in L1/L2 support to troubleshoot and resolve complex issues.
3. Deliver exceptional customer service by effectively communicating with clients and addressing their concerns in a timely manner.
4. Stay up-to-date with the latest technology trends and developments in the cloud industry to enhance support capabilities.
5. Collaborate with cross-functional teams to identify and implement solutions to improve product support processes.
6. Mentor and train junior analysts to improve their technical skills and knowledge.
7. Develop and maintain technical documentation, including FAQs and troubleshooting guides.
8. Participate in on-call rotation to provide 24/7 support to clients.
9. Continuously monitor and analyze support metrics to identify areas for improvement and implement strategies to increase efficiency.
10. Act as a subject matter expert for FIS cloud products and provide guidance and support to clients and internal teams.
11. Utilize strong problem-solving skills to identify root causes of issues and implement long-term solutions.
12. Conduct regular training sessions for clients to educate them on product features and best practices.
13. Proactively identify potential issues and risks and provide recommendations to mitigate them.
14. Maintain a high level of professionalism and confidentiality when handling sensitive client information.
15. Adhere to company policies and procedures at all times.

According to JobzMall, the average salary range for a Senior Analyst - Product Support (L1/L2 Support, Public Cloud or Private Cloud) in Sector II, Bidhannagar, Kolkata, West Bengal, India is approximately $50,000 to $70,000 USD per year. This may vary depending on the specific company and the candidate's experience and skills.

Fidelity National Information Services, Inc. is an American international provider of financial services technology and outsourcing services. The company offers solutions in retail and enterprise banking, payments, capital markets, asset and wealth management, risk and compliance, treasury and insurance.