Analyst Lead, Managed Service - Connex

About the role

FIS is looking for an Analyst Lead, Managed Service - Connex to lead the delivery of managed services supporting mission-critical payment processing environments and client operations. The role oversees service performance, operational stability and continuous improvement, ensures service level commitments and regulatory requirements are met, and acts as a trusted advisor to clients using expertise in payment switching, transaction processing and production support.

Key responsibilities

• Lead end-to-end managed service delivery for large-scale payment processing and transaction switching environments
• Ensure service level agreements, operational targets and client performance expectations are met
• Drive incident, problem and change management to maintain high availability and reliability
• Partner with clients, vendors and internal teams to resolve complex technical and operational issues
• Analyse service performance trends and run continuous improvement initiatives
• Support onboarding and migration of new managed service clients and platforms
• Develop and present operational reviews, service reports and recommendations to stakeholders
• Maintain quality assurance controls and governance across engagements
• Lead large-scale operational programs and mentor and coach team members

Required profile

• Demonstrated experience in managed services, application support, production support or service delivery
• Strong knowledge of payment processing systems, transaction switching platforms and fintech operations
• Experience with enterprise payment switches such as FIS Connex, ACI BASE24 or similar
• Experience with HPE NonStop, Tandem or comparable high-availability platforms
• Bachelor's degree or equivalent education, training and experience

Required skills

• Incident, problem and change management, and SLA governance
• Root-cause analysis in complex production environments
• Client relationship management
• Preferred: ITIL, service management, project management or operational excellence certification
• Preferred: experience in banking, payments or outsourced managed services, and familiarity with automation, monitoring and observability

FIS offers internal career growth, innovation in fintech, an inclusive team atmosphere, professional and personal development and community resources. Recruitment is mainly direct sourcing; FIS does not accept resumes from agencies not on its preferred supplier list.