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IT Service and Incident Analyst

Are you curious, motivated, and forward‑thinking? At FIS, you’ll have the opportunity to work on some of the most challenging and relevant issues that combine incident management with the demands of financial services and modern technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate, and above all, fun.

About the Team

Our team comprises professionals capable of providing 24x7 support, management of production‑impacting incidents across our global client base. We work on critical and impactful challenges within financial services and technology, as part of a collaborative and dynamic team. The role focuses on ensuring rapid service restoration, coordinating effectively with technology teams, and maintaining timely communication with stakeholders.

What You Will Be Doing

• Works to perform a set of activities where specialized roles/functions provide value to customers in the form of Incident Management, Change Management, and/or Problem Management.

• Collaborates with internal technical teams to manage incidents end‑to‑end, including impact assessment, timeline documentation, resolution coordination, and creation of post‑incident reports, while contributing to problem‑management activities such as trend analysis and RCA determination, and supporting change processes to minimize impact to client service.

• Coordinates internal domain, technical, and business teams during high‑impact incidents affecting client service delivery, including engaging Level 3 support, escalating to management and critical incident teams, opening Meet‑Me Bridge (MML) calls, and ensuring effective communication and action‑plan identification throughout the incident lifecycle.

• Provides technical feedback for communication to internal and external clients. Assesses incident criteria to determine if a formal root cause analysis is needed.

• Collaborates with technical resources to determine the root cause of an incident and provides a written incident report within the client SLA/OLA timelines. Provides problem‑management action plans within appropriate timescales and escalates as needed. Assists other Senior Analysts with trend analysis, recommendations, and action tracking.

• Ensures all change activities follow appropriate processes for planning and authorization and ensures supplier change processes are aligned with client contractual requirements.

• This is a US‑shift role, with working hours from 7:00 PM to 4:00 AM IST or 12:00 AM to 9:00 AM IST, depending on business requirements

What You Bring

• At least 2 years of experience in IT services, technical support, or incident management.

• Developing professional expertise in IT service operations; applies company policies and procedures to resolve a variety of issues.

• Works on problems with moderate scope where analysis requires reviewing multiple factors.

• Exercises judgment within defined procedures and practices to determine appropriate action.

Added Bonus If You Have

• ITIL Foundation (current version) Certification

• ServiceNow experience

What We Offer You

• An exciting opportunity to be part of the world’s leading FinTech product organization.

• A vibrant team environment and the opportunity to build a career in the core banking/payments domain.

• Competitive salary and attractive benefits including GHMI/Hospitalization coverage for employees and dependents.

• A multifaceted role with a high degree of responsibility and a wide range of opportunities.

• A broad range of professional education and personal development possibilities – FIS is your final career step