Product Technical Support( Microsoft SQL Server, including T-SQL,SSMS– Location: Pune (Aundh)

Overview

Product Technical Support Analyst II for the FIS Enterprise Risk Suite (formerly Adaptiv), acting as a primary technical support contact for clients running business-critical production environments.

What you'll do

• Act as a primary technical support contact for clients using business-critical production environments.
• Own incidents, service requests, and technical escalations from initial investigation through resolution, validation, and closure.
• Troubleshoot issues across applications, Microsoft SQL Server, Windows services, interfaces and infrastructure layers using logs, SQL queries, and operational diagnostic tools.
• Investigate batch-processing failures, scheduled jobs, data-processing workflows, application connectivity, and performance-related issues.
• Coordinate resolution across Product Support, Operations, Infrastructure, Network, Database and Development teams.
• Translate complex technical findings, business impact, and resolution progress into clear communications for clients and internal stakeholders.
• Contribute to root cause analysis by identifying contributing factors, recurring issues, monitoring gaps, and preventive actions.
• Document client issues, technical findings, and resolutions to strengthen knowledge articles, operational runbooks, and product-quality initiatives.
• Support application releases, maintenance activities, production changes, disaster recovery, and resilience testing, including appropriate technical validation.
• Identify opportunities to improve monitoring, alerting, diagnostics, and operational processes.
• Participate in weekend on-call rotation and occasional out-of-hours support for critical production incidents and planned maintenance.

What you'll need

• 3–5 years of relevant experience in enterprise application support, production support, financial technology, or a comparable technical environment.
• Strong troubleshooting and analytical skills, with the ability to investigate issues across applications, databases, operating systems, and infrastructure layers.
• Hands-on knowledge of Microsoft SQL Server, including T-SQL, SQL Server Management Studio (SSMS), SQL Agent jobs, and database troubleshooting.
• Practical experience with Windows Server, Windows services, Event Viewer, scheduled tasks, and system/resource troubleshooting.
• Understanding of .NET-based and web-hosted enterprise applications, including IIS.
• Working knowledge of networking fundamentals such as TCP/IP, DNS, ports, firewalls, and application connectivity diagnostics.
• Experience investigating production incidents using application logs, database information, and other diagnostic evidence.
• Understanding of Software Development Life Cycle (SDLC) principles and production change processes.
• Ability to independently progress technical investigations, prioritize competing issues and collaborate effectively with globally distributed teams.
• Strong client-facing and interpersonal skills with a proven ability to deliver high-quality technical support.

Nice to have

• Experience within banking, capital markets, financial services, or enterprise risk management.
• Previous experience supporting risk-management platforms, hosted applications, SaaS, or managed-service environments.
• Knowledge or previous exposure to FIS Enterprise Risk Suite / Adaptiv.
• Experience with PowerShell or Python for diagnostics, scripting, automation, or operational efficiency improvements.
• Understanding XML and JSON and their use in enterprise application integrations.
• Exposure to AWS, Citrix, VMware, clustering, load balancing, or similar infrastructure technologies.
• Experience with disaster recovery, failover, resilience testing, and enterprise batch-processing environments.
• Familiarity with software-industry quality or process frameworks such as ISO, CMM or Six Sigma.

Details

• Location: Pune (Aundh).
• Participation in weekend on-call rotation and occasional out-of-hours support for critical production incidents and planned maintenance.
• Adaptable home-office working model in accordance with applicable FIS policies.