Analyst Lead, Managed Service - Connex

The future of money is being built right now. 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. 

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.

What You Will Be Doing

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• Experience supporting software development, release management, or product support functions within payment platforms.
• Knowledge of card payments, ATM acquiring, merchant acquiring, switching, authorization, and transaction routing processes.
• Experience with ACI BASE24, BASE24-eps, FIS Connex, or other real-time payment processing solutions.
• ITIL, service management, project management, or operational excellence certifications.
• Experience in banking, payments, financial services, or outsourced managed service environments.
• Familiarity with automation, monitoring, observability, and production engineering practices.

Bring your ideas. Build your future. At FIS, you'll find the support, resources and opportunities to develop your career while helping shape the future of financial technology. 

We offer: 

• Internal career growth opportunities 

• Opportunities to innovate in fintech 

• Inclusive and diverse team atmosphere 

• Professional and personal development 

• Resources to contribute to your community 

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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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