Job Description
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 team:
FIS Protegent - Complete Solutions for Equities Traders and Compliance Officers. FIS Protegent Compliance Reporting Manager - Formerly Protegent CAT is a CAT FINRA regulatory compliance and trade life cycle forensics solution for broker-dealers. It covers CAT FINRA reporting requirements and serves as a central data repository, designed to collect, normalize, validate, transmit and maintain all reportable events and supporting data pursuant to SEC Rule 613. The Client Experience (CX) team is responsible for delivering world best class services to our clients.
What you will be doing:
FIS Protegent is looking for a Technical Support Engineer CX to efficiently manage client's issues, stabilize operational aspects by continuously working on innovative improvements actions and maximize our client's experience
As a CAT Technical Support Engineer assigned to Protegent CAT you will be responsible for the following:

• Analyze and verify data from client's format to system-required format
• Verify data loaders and ETL processes
• Verify daily CAT processing JOBs complete and return data as expected.
• Verify submission to FINRA and response feedback accepted back to CAT
• Configure system settings and rule parameters for daily processing
• Assess customer needs and recommend solutions
• Analyze daily record submissions and research any changes needed to process
• Analyze logs and data files for correct functioning of the CAT reporting process
• Work effectively with internal development and support resources
• Manage client expectations - effectively communicate with client on all processes
• Coordinate queue management and resolution times for technical support tickets
• Liaise with functional support teams to address critical technical support items and assist the team with client triage sessions
• Collaborate with Prod Ops to track monitoring issues and provide assistance as required to the Ops teams
• Regularly communicate status internally, to the project team, and externally with the customer and any other involved parties
• Documents customer information and recurring technical issues to support product quality programs and product development
• Provides in-depth product support to FIS clients by resolving incoming inquiries.
• Gain an in-depth knowledge of the products and the detailed configurations to better serve our clients
• Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be required)
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
• Other related duties assigned as needed.

What you bring:

• B.S. in IT/IS or equivalent work experience.
• 5+ years of IT experience
• 2+ years in Data Engineering / ETL / Data loading and processing
• Experience with UNIX environments command line
• Strong SQL Experience, with the ability to write complex SQL queries including Joins, and functions
• Should have strong knowledge on indexes
• Should be able to debug complex SQL scripts, procedures, views and functions.
• Should be able to debug shell scripts
• Strong analytical and problem-solving skills. Attention to detail.
• Knowledge of networks and network practices (SSH/FTP/SFTP/FIX/STREAM)
• Strong customer/team communication skills
• Experience working with other teams (network support, application support, CIO, Operations)
• Experience reading understanding and writing Python/BASH/PowerShell scripting.
• Experience with data gathering, processing, transformation, data quality, system architecture, coding best practices
• Basic knowledge of Capital Financial Markets is a plus
• Knowledge of basic IT technologies, i.e., operating systems, network devices, software development and architecture
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources
• Excellent decision-making and problem-solving.
• Is resourceful and proactive in gathering information and sharing ideas
• Ability to work both independently and in a team environment
• Availability for support beyond normal work hours in the event of an emergency that requires immediate resolution or product deployment weekends.

Recommended skills and experience:

• Apache AirflowExperience
• Apache Hive Experience
• Snowflake/Hadoop SQL Big Data Experience
• Basic experience working on Linux Environment command line and cron jobs; Vi
• Unix, MS-SQL, PL-SQL

EXPERIENCE

• Bachelor's Degree in computer science or information systems or the equivalent combination of education, training, or work experience. MBA or MIS is a plus.
• Compliance or Financial Services industry experience
• Experience in implementing software solutions
• Experience with large data solutions
• Proficiency with MS Excel or experience defining business logic
• Proven track record of technology-based projects with a high level of customer satisfaction
• Strong business skills - Excellent oral and written communication skills
• Process-oriented
• Proven ability to multi-task
• Trade Cycle workflow experience is a bonus (including Pre-Trade Orders, Trade Routing, Trade Execution (both buy and sell side) and Post-Trade modifications)

What we offer you:

• The chance to work on some of the most challenging, relevant issues in financial services & technology
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A fantastic range of benefits designed to help support your lifestyle and wellbeing
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities

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Vaccination Requirements
Notice to all US applicants: All employees must be fully vaccinated against COVID-19. Individuals with a disability (including a medical condition) or sincerely held religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.
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.
EEOC Statement
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
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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