Job Description

Role: Fenergo

Work Mode: Hybrid

Work timings: 2pm to 11pm

Location: Chennai & Hyderabad

Primary Skills: Fenergo

FenX experienced AMS professional

We are seeking a detail oriented and proactive L1L2 Support Analyst to provide operational and technical support for the Fenergo KYCCLM platform. This role will be critical during and after the implementation phase, ensuring smooth integration with upstream and downstream systems e.g., CRM, AML, Document Repositories and delivering consistent support for internal users across onboarding, due diligence, and compliance workflows. Experience in CLM and KYC is highly valued, as well as strong communication skills in English C1 level or higher, since you will be collaborating in an international environment.

Key Responsibilities:

Level 1 Support L1:

Act as the first point of contact for Fenergorelated support requests from business users e.g., onboarding, compliance, operations.

Monitor jobs, schedules, files, etc. to ensure seamless application performance.

Triage and log incidents, service requests, and access-related issues in the service desk tool e.g., ServiceNow, utilizing ITIL processes.

Provide basic troubleshooting for API calls issues integration failures, configuration queries, or workflow errors.

Execute Standard Operating Procedures SOPs for known errors.

Guide users on Fenergo functionality, permissions, and common usage queries.

Escalate complex issues to L2 support or vendor as needed with clear diagnostics.

Level 2 Support L2

Investigate and resolve system errors, data mapping issues, workflow bottlenecks, or integration failures across Fenergo and interfacing systems.

Collaborate with business analysts, system integrators, and the Fenergo vendor to support configuration changes and release management.

Maintain and monitor daily scheduled jobs, batch processes, and system health checks in collaboration with L1 team.

Resolve escalated incidents, service requests, etc. utilizing ITIL processes.

Coordinate with Infrastructure team, business stakeholders, andor vendors for issue resolution.

Assist with deployments and changes within the application environment.

Support test execution and validation during environment refreshes, configuration changes, or patch deployments.

Create and maintain SOPs, troubleshooting guides, and runbooks for recurring issues and L1 handoffs.

Identify recurring issues and follow Problem Management and root cause analysis for permanent resolution.



Required Skills Qualifications

Bachelor degree in Computer Science, Information Systems, Finance, or a related field.

4 6 years of experience in application support or production support roles, preferably within financial services.

Handson experience supporting Fenergo CLMKYC platform

Working knowledge of KYCAML regulatory processes and onboarding journeys for institutional clients.

Familiarity with API integrations, SQL querying for issue diagnosis, and batch job monitoring tools.

Excellent communication skills to support business users and collaborate with crossfunctional teams.

Strong analytical and documentation skillsability to translate technical findings into business language.

Experience with ITIL foundations with strong ITSM knowledge.

Ability to multi task and prioritize in a highly dynamic, operational environment.

Ability to own tickets from creation to resolution.

Desirable

Primary Skill

Fenergo KYC

CLM

AML regulatory processes

Secondary skill:

Fenergo configurations

Effective communication

Knowledge of financial services data domains (LEI/UBO/Sanctions lists

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.



Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.



Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.