Managed Services Consultant

FIS' Corporate & Digital Solutions services over 2,000 corporations in more than 40 countries by delivering a suite of liquidity management solutions focused on Receivables, Treasury, and Payments. Corporate & Digital Solutions helps companies drive the stringent treatment of trade receivables, perform sophisticated treasury risk analysis & cash management and payments execution. The global team is based in over 22 countries servicing companies such as DuPont, Reebok, Tesco, British Airways, Walgreens, South African Airways, and Huawei. For more information, please visit www.sungard.com/avantgard.

The role's focus is on establishing excellent relationships with our customers, delivering a great customer experience and demonstrating a true value-add to customers leveraging managed services.

This is a hands-on, high profile role for a self-motivated, creative and results-driven individual capable of delivering managed services against aggressive SLAs.

Job Description

• Provide daily and monthly Managed Services support for clients engaging FIS to conduct their regular system monitoring, maintenance and various functional treasury duties.
• Overall ownership and on-going Level 1 support for issues, incidents and changes from inception through to closure as part of the management of system interfaces for Managed Services customers.
• Define and document incidents and request criticality levels as applicable on a per interface basis.
• Incident remediation, troubleshooting and resolving interface related issues.
• Monitor and alert where applicable ensure successful completion of scheduled automated interfaces.
• Maintain active communication on the status of open issues with customers.
• Conduct regular status calls as necessary.
• Ensure Service Desk (out ticketing system) is actively monitored and updated accordingly.
• Assist Service Delivery team where applicable to provide formal root cause analysis reporting to clients for incidents of predefined severity.
• Work with sales and pre-sales team assisting with extending our business relationships beyond the current customer base.

Experience, skills and behaviours:

• Bachelor's degree or equivalent, although comprehensive experience may be substituted for formal education
• Technical and functional knowledge of Integrity and/or Quantum is desirable
• Proven delivering support and/or implementation services.
• Proven progressive experience within the Financial Services Industry, including a comprehensive understanding of corporate treasury & payments.
• Clear organizational awareness and knowledge.
• A working knowledge of our hosting infrastructure and process is desirable.
• Excellent verbal, written and group communication skills; Ability to communicate with technical and non-technical audiences
• 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 function independently, and collaborate closely with business and technology owners against tight deadlines
• Ability to work well in high pressure situations while coordinating resources across various teams to resolve production incidents
• A wide degree of creativity and self-direction is expected and required
• This position may be required to work outside of normal business hours on some occasions to continue troubleshooting critical support incidents.

Development Value for the applicant:

• Opportunity to be at the forefront of a global strategic initiative of a large multi-national organization.
• Opportunity for career growth as business develops.