Total System Services Processing Europe Ltd

About the role Maintains knowledge of an assigned set of clients in terms of their business and their solutions/configuration. Provides business and technical support to assigned clients and their respective Business Account/Relationship Managers, including ensuring the client is serviced as per Service Level Agreement in all respects and acting as a single point of governance and technical escalation; resolves incidents, implements simple projects for clients, identifies revenue generating opportunities, documents requirements and proposes solutions that maximize Company's revenue while providing Business Technical Support until closure. What you will be doing Maintains knowledge of an assigned set of clients in terms of their business and their solutions / configurations for a particular domain or functional area. Provides business and technical support to assigned clients through issue resolution, consulting on system functionality, best in class recommendations, and ensuring adherence to our client's Service Level Agreements in all respects and to serve as a single point of governance and technical escalation. Identifies revenue generating opportunities, documents requirements, and proposes solutions that maximize FIS revenue while providing Business Technical Support until closure. Learns to establish a positive rapport with the client(s) to develop and maintain long term relationships, to understand the client's business, objectives and expectations, and to gain experience in acting as go to person on all aspects of services and support for assigned relationships. Assists in the evaluation process of the client's business requirements, effort estimation, and guiding the client to utilize standard solutions while maximizing revenue. Supports higher level analysts on sub components of major initiatives. Participates in converting the client's business requirements into detailed technical specifications and learns how to present them internally and externally while securing requirement sign off. Gains and maintains knowledge of how to identify critical business impact issues from the Service Desk. Assists with documents and maintenance to the clients' system environments by keeping records of client functionality, environment, and client specific documentation while providing summary level details to more senior levels for review and feedback. Participates in release management between Service Desk, Compliance and Project as well as client activities such as Payment Card Industry audits and internal projects, ensuring that code release does not negatively impact client operations. Takes part in execution of simple project/development work plans and learns to revise them as appropriate to meet changing needs and requirements. Occasional 24x7 first line Service Desk support as requested, and monitors adherence to Service Desk SLAs. What We Are Looking For in this Role? Minimum Qualifications Bachelor's Degree - in Information Technology or related field. Minimum 2 3 Years Relevant Experience - analysis, issue resolution, problem solving, detail oriented, and ability to troubleshoot errors with clients. Experience working with APIs and supporting real time communications. Ability to take technical information and make it business friendly. Required on call support for issues (on a rotating schedule). Working schedule could coincide with some US hours for support and training activities. Basic Programming and analysis of financial services software - a plus. Credit card knowledge and experience - a plus. Experience with using Postman or other API platform UI tools - a plus. Excellent communication skills. Preferred Qualifications Master's Degree - In Information Technology or related field. Typically 3 4 Years Relevant Experience - including experience in financial services software and solutions programming, installation, certification, issue resolution, business, requirements gathering, technical design, technical presentation, and writing and analyzing. Prior experience with ServiceNow and Jira applications supporting clients in an L2 support role for issue resolution. Prior experience with on call support and working high priority incidents in a fast paced environment and communicating to all levels of eldership across internal and external clients. IT Infrastructure Library (ITIL) and/or Project Management Professional (PMP) or equivalent certification - a plus. Desired Skills and Capabilities Developing professional expertise, applies company policies and procedures to resolve a variety of issues. Job Complexity - Works on problems with moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships. Supervision - Normally receives general instructions on routine work, detailed instructions on new projects or assignments. Bankcard Business Knowledge - Extends knowledge of bankcard business requirements and process flows. Programming exposure - Prior experience evaluating both issues and projects looking at programming code and databases across mainframe and distributed platforms. For example, Cobol, mainframe tools, SQL Server, Java, C, C++, ANSI C or VB.NET, ASP.NET and Microsoft Visual Studio - a plus. Benefits Private Medical Insurance Life Assurance and Critical Illness Cover 26 days' annual leave (increasing with service) Cycle to Work scheme Retail discounts 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.

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. About the role: The Incident & Problem Management Analyst (Level 2) is responsible for supporting the end to end lifecycle of incidents and problems across enterprise technology environments. This role focuses on timely service restoration, effective coordination, and contributing to ongoing service improvement. Operating within a 24/7 production environment, the analyst ensures adherence to service level agreements (SLAs) while collaborating with cross functional teams to resolve incidents and support root cause analysis activities. What you will be doing: Incident Management Manage and coordinate incidents (including high priority incidents) to restore service as quickly as possible Support major incident calls, bridge lines, and coordination activities Act as a key point of contact during incidents, ensuring clear and timely communication to stakeholders Monitor incident progress and ensure adherence to SLAs and operational targets Escalate incidents appropriately based on impact and urgency Maintain accurate incident records within ITSM tools in line with process requirements Problem Management Support root cause analysis (RCA) for recurring or high impact incidents Assist in identifying trends and patterns to reduce incident recurrence Maintain problem records, known errors, and workarounds Contribute to post incident reviews and lessons learned sessions Collaborate with technical teams to track and implement permanent fixes Process Improvement & Governance Follow incident and problem management processes aligned to ITIL best practices Identify opportunities for process improvement and raise recommendations Contribute to KPI reporting, metrics tracking, and trend analysis Support audit and compliance activities as required Stakeholder & Communication Management Provide regular updates to internal teams and stakeholders during incidents Work closely with business, technology, and operations teams to ensure resolution Support communication for incidents, ensuring clarity and appropriate escalation Team Collaboration Work collaboratively within a global incident management function Share knowledge and contribute to team learning and best practices Provide guidance and support to junior team members where appropriate Participate in on call rotations and shift based coverage where required What you bring: Typically 2-5 years' experience in incident management, production support, or IT service management Working knowledge of ITIL Incident and Problem Management processes Experience handling incidents within complex IT environments Strong analytical and problem solving skills Ability to manage multiple tasks in a fast paced environment Good communication skills with the ability to work with technical and non technical stakeholders Experience with ITSM tools (e.g., ServiceNow or equivalent) Desired: ITIL certification (v3 or v4) Bachelor's degree in Computer Science, IT, or related field (or equivalent experience) Experience in financial services or regulated environments Experience with automation, monitoring tools, and reporting dashboards What we offer you: A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities A modern, international work environment and a dedicated and motivated team A broad range of professional education and personal development possibilities - FIS is your final career step! A competitive salary and benefits A variety of career development tools, resources and opportunities The chance to work on some of the most challenging, relevant issues in financial services & technology

Total System Services Processing Europe Ltd is seeking an Incident & Problem Management Analyst in York, England. This role is critical in supporting incident lifecycles and ensuring timely service restoration within a 24/7 environment. The ideal candidate will have 2-5 years of relevant experience and a strong understanding of incident management processes. Responsibilities include managing incidents, supporting root cause analysis, and contributing to process improvements.