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About the Role
As an Analyst Lead, Managed Service - Connex, you will lead the delivery of managed services supporting mission-critical payment processing environments and client operations. You will oversee service performance, operational stability, and continuous improvement initiatives while ensuring achievement of service level commitments and regulatory requirements. This role serves as a trusted advisor to clients, leveraging deep expertise in payment switching, transaction processing, and production support to resolve complex operational challenges. Success is measured through service excellence, client satisfaction, operational resilience, and the successful delivery of strategic managed service outcomes.
Responsibilities
- Lead end-to-end managed service delivery for large-scale payment processing and transaction switching environments.
- Ensure achievement of service level agreements, operational targets, and client performance expectations.
- Drive incident, problem, and change management processes to maintain high availability and service reliability.
- Partner with clients, vendors, and internal teams to resolve complex technical and operational issues.
- Analyze service performance trends and implement continuous improvement initiatives that enhance operational outcomes.
- Support onboarding and migration activities for new managed service clients and platforms.
- Develop and present operational reviews, service reports, and actionable recommendations to stakeholders.
- Establish and maintain quality assurance controls and governance processes across managed service engagements.
- Lead large-scale operational programs and cross-functional initiatives with significant business impact.
- Mentor and coach team members, promoting technical excellence, service ownership, and professional development.
Requirements
- Demonstrated experience in managed services, application support, production support, or service delivery environments.
- Strong knowledge of payment processing systems, transaction switching platforms, and financial technology operations.
- Experience supporting enterprise-grade payment switches and transaction engines such as FIS Connex, ACI BASE24, or functionally similar platforms.
- Experience working with HPE NonStop, Tandem, or comparable high-availability transaction processing platforms.
- Knowledge of incident management, problem management, change management, and SLA governance practices.
- Strong analytical, troubleshooting, and root-cause analysis skills within complex production environments.
- Experience managing client relationships and communicating effectively with technical and business stakeholders.
- Bachelor’s degree or equivalent combination of education, training, and relevant experience.
Skills
- Payment processing systems
- Transaction switching platforms
- Financial technology operations
- HPE NonStop
- Tandem
- Incident management
- Problem management
- Change management
- SLA governance
- Analytical skills
- Troubleshooting
- Root-cause analysis
- Client relationship management
- Communication skills
- Card payments
- ATM acquiring
- Merchant acquiring
- Switching
- Authorization
- Transaction routing
- ITIL
- Service management
- Project management
- Operational excellence
- Automation
- Monitoring
- Observability
- Production engineering
Education Level
- Bachelor’s degree or equivalent combination of education, training, and relevant experience.
Benefits
- Internal career growth opportunities
- Opportunities to innovate in fintech
- Inclusive and diverse team atmosphere
- Professional and personal development
- Resources to contribute to your community
About the Company
- At FIS, we help the world’s businesses, banks and communities move, manage and grow money with confidence.
- Join a team that values fresh thinking, works together to solve complex challenges, and creates technology that powers everyday life.
- At FIS, you'll find the support, resources and opportunities to develop your career while helping shape the future of financial technology.
Equal Opportunity
- 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.