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Role Summary

The Analyst Lead, Product Technical Support serves as a senior technical and functional escalation point for clients using Mutual Fund and Transfer Agency platforms. This role combines hands-on support expertise, client interaction, and operational leadership to ensure production stability, timely issue resolution, and continuous improvement. The role requires strong judgment, comfort operating in live production environments, and close collaboration with Product, Engineering, and Operations teams.

What You Will Be Doing

• Serve as a primary support resource for clients using Mutual Fund and Transfer Agency solutions.
• Build and maintain strong client relationships, acting as a trusted advisor on Mutual Fund operations and Transfer Agency workflows.
• Handle complex and escalated client issues, taking full ownership through resolution.
• Troubleshoot issues related to fund accounting, NAV processing, transactions, pricing, corporate actions, reporting, and end-to-end Transfer Agency workflows.
• Own and drive end-to-end resolution of complex production issues, including analysis, coordination, mitigation, and closure.
• Work cross-functionally with internal teams (Product, Technology, QA, Operations) to identify root causes and implement sustainable fixes.
• Independently manage and prioritize support queues, ensuring timely responses and resolution of high-impact issues.
• Apply data analysis and basic SQL skills to investigate issues, validate data, and confirm solutions.
• Provide insights and recommendations for product and process improvements based on recurring issues and client feedback.
• Lead larger initiatives or process improvements related to client support, operational stability, or efficiency.
• Support release readiness, change activities, and production validation as needed.
• Participate in disaster recovery or business continuity testing when required.
• Perform other related duties as assigned.

What You Bring

• 5+ years of prior client-facing experience in application, product, or technical support roles.
• 3+ years of experience within the Mutual Fund industry and/or Transfer Agency domain.
• Strong understanding of the Mutual Fund lifecycle and Transfer Agency operations.
• Experience supporting financial services platforms, preferably within asset management or fund servicing.
• Proven experience working directly with clients to troubleshoot issues and drive resolution.
• Self-starter mentality with the ability to work independently and manage support queues.
• Leadership experience or demonstrated readiness for a Lead or Senior Analyst role.
• Basic SQL knowledge and comfort working with data to analyze issues and validate outcomes.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills.
• Comfortable working with minimal supervision on complex and high-impact production issues.

Preferred Experience

• Prior experience in a Lead or Senior Analyst role.
• Experience supporting enterprise financial services platforms.
• Mutual Fund / Transfer Agency domain experience is a strong plus.
• Familiarity with incident, problem, and change management processes.
• Exposure to automation or AI-assisted support tools.

What Success Looks Like

• Effective and timely resolution of complex client and production issues.
• Reduced recurrence of known operational or data issues.
• Strong collaboration with Product and Engineering teams.
• Improved support processes and operational stability.
• Clear ownership during critical production events.
• Trusted relationships with clients and internal stakeholders.

Location & Work Timings

• Shift - 6:30 PM to 3:30 PM

Privacy Statement

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.

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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