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Service Delivery Analyst (COBOL - Production Support)

Full-time

Manila

Customer Service

6 days ago

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Associate's Degree Travel Percentage ..

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Associate's Degree

Travel Percentage :

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

Job Summary: Provide production support during batch cycle (high severity tickets). Handle triage tickets for investigation of issue. Will be supporting existing IBS Core Banking system. Enhancement of existing applications in a service delivery perspective (focus on reliability).

What You Will Be Doing:

Provides technical support activities for a software production processing environment.
Installs, maintains and supports application/source code and/or its components and subsystems including third party software.
Detects, diagnoses and reports related problems.
Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.
Creates and maintains complete documentation relative to the support of application software.
Provides twenty-four hour support for applications and supporting software.
Provides consultation to internal users with regard to software capabilities and use.
Follows escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner.
Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
Plans and supports application specific disaster recovery activities including development and maintenance of documentation.
Conducts production support validations/certifications and accepts turnover from development.
Provides standardized operational reporting metrics to business as well as information technology management.
Monitors and maintains product availability, capacity and performance for products based on defined service level.
Provides support to the application security functionality and related administrative and audit services.
Participates in change management reviews, confirmation of changes implemented and validate associated documentation.
Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation to primary 24 hour on-call role, responding within prescribed response times.
Other related duties assigned as needed.

What You Will Bring:

Must have skills/tools/experience: Batch production support, IBM mainframe, JCL, CICS, COBOL
Nice to have skills/tools/experience: IMS, DB2, Deposit system, Core Banking system
Must be amenable to work on shifting schedules and rotating on-call assignments (after office hours, weekends, and holidays)
Must be amenable to work on a Hybrid setup (twice a week onsite). Office location is at Ecoplaza Bldg, Makati City (Near Magallanes MRT Station, EDSA)
College Undergraduates and Non-Bachelor's degree holders with relevant work experiences are welcome to apply
Communicates ideas both verbally and in written form in a clear, concise and professional manner appropriate to audience including executive levels
Requires a working knowledge of applications and utilities used by supported products
Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problems
Ability to demonstrate interpersonal and teambuilding skills and manage conflict
Ability to understand and apply concepts
Ability to analyze and solve problems using learned techniques and tools including escalation practices
Skilled use of Microsoft Office package and related software applications is required
Team skills, including the ability to establish and maintain effective working relationships
General business skills, industry knowledge, financial management and planning skills
Strong analytical, statistical and problem solving skills
Ability to utilize judgment in decision making process and decisions related to job tasks
Strong organizational skills and ability to handle multiple tasks and meet deadlines
Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public

What We Offer:

A competitive salary and benefits, including HMO on Day 1
Great workspaces with dedicated and motivated colleagues
A variety of career development tools, resources & opportunities

#LI-JO1

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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ITRS

Managed Services Consultant (2025 Hiring Pipeline)

Full-time

Makati, Metro Manila

Others

1 week ago

This job posting is for talent pooling purposes only to support our 2025 hiring needs. While there are no immediate vacancies for this role, candidate..

This job posting is for talent pooling purposes only to support our 2025 hiring needs. While there are no immediate vacancies for this role, candidates meeting the qualifications will be contacted when hiring begins.

About ITRS

Recognised as a Great Place to Work, ITRS is an Enterprise SaaS provider with industry-leading solutions. Our prestigious customer base includes 90% of the world's top investment banks. We are backed by leading private equity investors and are rapidly growing.

Our headquarters are in Shoreditch - London's tech hub – with offices in other UK and global locations from the Netherlands to Manila, NYC and Florida. We pride ourselves on a diverse, friendly, dynamic culture - with a focus on internal promotion and developing our people.

Scope of Role

Join our global Managed Services team to ensure ITRS products remain operational, up-to-date, and optimized for our clients in the financial services sector. As a Managed Services Consultant, you’ll be reporting to the Head of APAC Managed Services and help our clients achieve higher monitoring while working with team members from New York, London, Singapore, and Manila.

As a Managed Services Consultant, you will:

Resolve client Incidents by investigating and resolving issues with ITRS products in our client environment.
Respond to client configuration requests by gathering requirements, and helping the client configure ITRS products within Service level agreement.
Resolve client queries, analyze and investigate complex requests, and perform root cause analysis investigations.
Implement client change requests to deliver setup changes to meet client requirements.
Manage projects to enhance the client’s environment to help them get the best out of their ITRS products. You will also work on continuous improvement projects for enhancing Managed Services.
Document and share information by creating/updating the knowledge base to provide accurate troubleshooting for the Managed Services team.
Create a training environment for ITRS MS consultants.
Deliver ITRS Product training to external and internal stakeholders.
Provide ideas and suggestions to improve on the service and delivery of Managed Services for our clients and the effectiveness of services, software and solutions delivered by ITRS as a whole.

Financial Institution Background: Minimum 6 years of experience in a client-facing role within a financial institution or vendor.
Linux Expertise: Experience with modern operating systems (Linux, Solaris, Windows server, 7, or 10, IBM iSeries).
Scripting Proficiency: Detailed knowledge of at least one scripting language, such as Bash, Python, or PowerShell.
Experience in IT Monitoring Tools: Proficiency in setup, configuration, and maintenance of monitoring software.
Experience managing client expectations and resolving issues.
Experience delivering continuous improvement projects.
Proficiency in English, with the ability to explain complex technical solutions to clients.
Familiarity with business analysis processes and project management methodologies.
Experience with databases (e.g., Oracle, SQL) and IT Service Management tools (e.g., ServiceNow, Remedy).
Knowledge of deployment tools like Chef, Ansible, or Jenkins.
Working knowledge of financial applications such as Market Data or FIX protocols.

Work Setup:

Hybrid Work Arrangement: Willingness to report to our Makati office once a week.
Schedule: 24/7 shifting schedule, including occasional night shifts.