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 in financial services and 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

The Trax / Payment Hub Support team underpins the availability, resilience, and client confidence of enterprise‑grade payment processing platforms. Operating at the core of regulated, high‑volume transaction flows, the team partners with Product, Engineering, Client Services, and Operations to ensure production stability, continuous improvement, and a consistently high client experience. The Senior Lead role sits at the intersection of technical excellence, operational governance, and client trust.

About the role

The Product Technical Support Analyst Senior Lead is a strategic, senior‑most technical support role with ownership across support capability, complex client outcomes, and cross‑product operational health. This role goes beyond day‑to‑day incident leadership to shape support strategy, define standards, and influence product and platform decisions. The Senior Lead acts as the ultimate escalation point for critical client situations, provides leadership across multiple support leads, and drives long‑term stability and support maturity for Trax / Payment Hub services.

What you will be doing

Own senior‑level technical and client escalation management for the most complex, high‑impact production incidents and problems
Set the technical direction and quality standards for Trax / Payment Hub support, ensuring consistent, predictable support outcomes
Provide leadership and oversight across Product Technical Support Analyst Leads, acting as mentor, coach, and escalation authority
Partner with Product, Engineering, and Architecture to influence design decisions with operational resilience and supportability in mind
Drive enterprise‑grade problem management, ensuring systemic issues are identified, prioritised, and permanently resolved
Lead executive‑level client communications during critical incidents, regulatory events, or service‑impacting situations
Define and continuously improve support operating models, including on‑call structures, escalation paths, and service governance
Oversee release readiness and production risk assessments for major product changes or platform initiatives
Champion knowledge management, automation, monitoring, and tooling improvements to reduce incident volume and time to resolution
Represent Support in cross‑portfolio forums, audits, and service reviews, ensuring strong alignment with contractual and regulatory obligations
Act as a trusted advisor to senior leadership on platform risk, client impact, and support capability maturity

What you bring

Either an equivalent combination of education, training, or work experience, or a Bachelor’s degree in business or a related field
8+ years of relevant experience in application or product technical support, with significant experience in payments or financial services platforms
Demonstrated senior‑level application support expertise for complex, high‑availability, transaction‑critical systems
Excellent command of English; additional languages such as French or German are a strong advantage
Exceptional verbal and written communication skills, including experience engaging with executive‑level client and internal stakeholders
Proven ability to analyse complex, cross‑system problems and drive resolution using structured, data‑driven techniques
Strong human relations, negotiation, and documentation skills, particularly in high‑pressure or high‑visibility situations
Proven leadership capability, including mentoring senior analysts or leads and influencing without direct authority
Strong stakeholder management skills, with the ability to balance client needs, operational risk, and product priorities
High levels of resilience, judgement, and accountability in a production‑critical, client‑facing environment
Track record of driving support transformation, operational improvement, or service maturity initiatives

What we offer you:

Competitive salary, range of benefits designed to help support your lifestyle and wellbeing
A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
A modern, international work environment with a dedicated and motivated team
A broad range of professional education and personal development possibilities
The chance to work on some of the most challenging, relevant issues in financial services & technology

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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