Product Technical Support Analyst Lead

As a Product Technical Support Analyst Lead at FIS, you will play a crucial role in ensuring the stability, performance, and reliability of services delivered to clients using FIS software solutions. Your responsibilities will include managing key support activities, maintaining service quality, and addressing client needs promptly and compliantly. You will manage a variety of client inquiries covering functional, application, and technology-related issues, requiring strong technical expertise, functional understanding, problem-solving skills, and effective leadership. Key Responsibilities: - Deliver prompt, accurate, and professional client support while effectively managing complex technical issues. - Diagnose issues through detailed analysis of application logs, system behavior, and support data across multiple platforms. - Provide real-time troubleshooting and resolution for trading system issues to minimize disruption to business operations. - Collaborate with internal teams and clients through strong communication, confidently leading or participating in support calls and incident discussions. Qualifications Required: - At least 7-9 years of hands-on experience supporting Linux and Java-based applications across production support and development environments, with exposure to back-office applications. - Proven experience providing L2 and L3 technical support in complex production environments. - Experience supporting back-office applications and order management systems. - Strong client communication skills with the ability to maintain high service standards in a fast-paced support environment. - Excellent analytical and problem-solving skills, with the ability to resolve complex technical and functional issues effectively. - Familiarity with the trade lifecycle, derivatives markets, and prior experience with GMI will be a strong advantage. Additional Details: FIS fosters an inclusive, collaborative environment where teams work together to deliver innovation and exceptional client outcomes. The Product Technical Support team operates under a follow-the-sun support model with 24x7 coverage, supporting global clients across APAC, EMEA, and the US. The team is committed to continuous improvement and service excellence measured through key indicators such as Overall Satisfaction (OSAT), Mean Time to Resolution (MTTR), and Net Promoter Score (NPS). If you are passionate about technology, leadership, and client service, this role at FIS offers you the opportunity to work with global teams and clients in a dynamic, fast-paced, and growth-oriented environment. As a Product Technical Support Analyst Lead at FIS, you will play a crucial role in ensuring the stability, performance, and reliability of services delivered to clients using FIS software solutions. Your responsibilities will include managing key support activities, maintaining service quality, and addressing client needs promptly and compliantly. You will manage a variety of client inquiries covering functional, application, and technology-related issues, requiring strong technical expertise, functional understanding, problem-solving skills, and effective leadership. Key Responsibilities: - Deliver prompt, accurate, and professional client support while effectively managing complex technical issues. - Diagnose issues through detailed analysis of application logs, system behavior, and support data across multiple platforms. - Provide real-time troubleshooting and resolution for trading system issues to minimize disruption to business operations. - Collaborate with internal teams and clients through strong communication, confidently leading or participating in support calls and incident discussions. Qualifications Required: - At least 7-9 years of hands-on experience supporting Linux and Java-based applications across production support and development environments, with exposure to back-office applications. - Proven experience providing L2 and L3 technical support in complex production environments. - Experience supporting back-office applications and order management systems. - Strong client communication skills with the ability to maintain high service standards in a fast-paced support environment. - Excellent analytical and problem-solving skills, with the ability to resolve complex technical and functional issues effectively. - Familiarity with the trade lifecycle, derivatives markets, and prior experience with GMI will be a strong advantage. Additional Details: FIS fosters an inclusive, collaborative environment where teams work together to deliver innovation and exceptional client outcomes. The Product Technical Support team operates under a follow-the-sun support model with 24x7 coverage, supporting global clients across APAC, EMEA, and the US. The team is committed to continuous improvement and service excellence measured through key indicators such as Overall Satisfaction (OSAT), Mean Time to Resolution (MTTR),