Managed Service Analyst Sr Lead (Product Support)

FIS Global•Jacksonville, FL

1d•Hybrid

About The Position

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

Requirements

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.

Nice To Haves

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.)

Responsibilities

Manage assigned ticket queue—prioritize by severity, age, and business impact.
Perform initial investigation, log review, replication steps, and troubleshooting.
Mobilize cross‑functional 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.
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.
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.
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.