Drives issue resolution by making critical decisions that may impact multiple clients’ processing. Proactively investigates known and unknown error conditions and follows prescribed error correction procedures when they apply. Recognizes abnormal processing conditions, and makes appropriate response decisions. Follows escalation procedures when appropriate to resolve errors in a timely manner. Makes use of available documentation to resolve errors and identifies/implements documentation gaps. Recognize and implement/automate process enhancements. Monitors and responds accordingly to an array of system and application generated messages. Responds in a timely manner to questions and requests from incoming calls and incident tickets. Proactively maintains contact with clients, and serves as client advocate to internal organizations. Analyzes problems/trends with client’s systems and applications, and takes steps to avoid recurrence. Works on internal and external projects of various sizes, complexity. Contributes to existing and develops new solution approaches to the IT environment. Performs other related duties as required.
FIS™ is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional banking, payments, asset and wealth management, risk and compliance, trade enablement, transaction processing and record-keeping. FIS’ more than 53,000 worldwide employees are passionate about moving our clients’ business forward. Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.