Managed Service Analyst Sr Lead (Product Support)

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Job Description

We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know: Are you FIS?

About the role:

The Managed Services Senior Lead Analyst (Product Support) position within the Securities Processing Client Experience team provides frontline technical support for the FIS Securities Processing Manager application, diagnosing issues, executing troubleshooting steps, and driving timely, high-quality client interactions. Senior Lead Analysts maintain strong ticket hygiene, communicate clearly with clients, and collaborate with Product Support Managers, Developers, and Operations teams to resolve incidents efficiently. They are the first line of defense in service stability-ensuring accurate categorization, thorough documentation, and proactive identification of recurring issues or product defects. Through disciplined execution, they help achieve SLA targets, strengthen client trust, and contribute to continuous improvement across the Client Support organization.

Please note: This role is a full time, hybrid position with onsite hours on Tues, Wed and Thursday in the FIS Jacksonville office during core market hours of 8 am to 5 pm EST.

Current and future sponsorship are not available for this position

About the team:

The Securities Processing Client Experience (CX) team sits at the center of how we support banks, broker dealers, and financial institutions in running their post trade operations with confidence. Our team partners closely with clients to ensure the stability, accuracy, and efficiency of end to end securities processing across trade capture, settlement, corporate actions, and regulatory events. We act as trusted advisors-combining deep operational expertise with a strong understanding of our technology-to proactively solve problems, manage risk, and continuously improve the client experience. We are a collaborative, client first organization focused on accountability, transparency, and delivering outcomes that help our clients operate and scale in an increasingly complex market environment.

What you will be doing:

In this role, you will be responsible for:

Operational Leadership & Queue Management

• Manage assigned ticket queue-prioritize by severity, age, and business impact.
• Perform initial investigation, log review, replication steps, and troubleshooting.
• Mobilize crossfunctional expertise across Development and Operations teams to resolve issues decisively and maintain service stability.
• Ensure accurate categorization, severity assignment, and documentation.
• Escalate to Support Managers/Development when deeper expertise is required.
• Maintain zero stale tickets; contribute to SLA attainment through prompt action.

Client Communication & Escalation Management

• Provide timely, professional client updates aligned to cadence expectations.
• Communicate findings, next steps, and expectations clearly and confidently.
• Participate in critical incident calls when required.
• Support CX leadership by supplying accurate technical context on escalations.
• Deliver high-quality interactions that improve client satisfaction score outcomes.

Governance, Reporting & Process Compliance

• Maintain ticket hygiene: complete notes, proper tagging, accurate timelines.
• Enable delivery of Client Support OKRs through consistent process adherence, precise reporting, and complete, accurate ticket documentation.
• Provide inputs for root cause analysis, incident timelines, and governance reporting.
• Follow Incident, Problem, and Change Management processes consistently.
• Support monthly operational reporting via accurate, timely data entry.

Team Support, Knowledge Development & Continuous Improvement

• Create and maintain Knowledge Base articles for recurring issues.
• Provide trend insights to Support Managers on defects/usability gaps.
• Participate in release readiness (validation, training, UAT).
• Collaborate with peers for cross-training and complex troubleshooting.
• Identify opportunities to automate or improve support workflows.

What you bring:

• A Bachelor's degree (or equivalent work experience) in Finance/Economics/Accounting or MIS/IT/CIS or Engineering.
• Strong Interest in Capital Markets / Securities Processing workflows and software development.
• Excellent communication, analytical and customer service skills.
• Dynamic and energetic personality with entrepreneurial spirit.
• Excellent interpersonal and organizational skills (team player).
• Ability to absorb new concepts quickly, think independently, and demonstrate keen problem-solving ability.
• Ability to convey/communicate complex concepts in a clear and understandable format.
• Proficiency in all Microsoft Office applications.
• Ability to multitask and prioritize workload with minimal supervision.

Added Bonus if you have:

• Background in Capital Markets/back-office systems.
• Client Support background with experience working with users and troubleshooting issues.
• Strong technical skillset (e.g., working with complex programs, knowledge of development lifecycle, etc.)

What we offer you:

A career at FIS is more than just a job. It's the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits

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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