Analyst Lead, Managed Service - Connex

FIS; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Internal career growth opportunities

Opportunities to innovate in fintech

Inclusive and diverse team atmosphere

Professional and personal development

Resources to contribute to your commu

Job summary

FIS in Sydney is seeking an Analyst Lead, Managed Service - Connex to steer the delivery of managed services for mission-critical payment processing environments and client operations. You will oversee service performance, operational stability and continuous improvement, partnering with clients, vendors and internal teams to meet SLAs and regulatory requirements.

This role offers a path to grow expertise in fintech, lead cross-functional programs and mentor staff in a collaborative, fast-moving

Qualifications

• Experience in managed services or production support in payment environments.
• Knowledge of payment switches and transaction processing platforms.
• Experience with high-availability systems (HPE NonStop or similar).
• Familiarity with SLA governance and incident/change management.
• Ability to communicate with technical and business stakeholders.

Responsibilities

• Lead end-to-end managed service delivery for large-scale payment environments.
• Ensure SLAs, targets, and client performance expectations.
• Drive incident, problem, and change management processes.
• Collaborate with clients, vendors, and internal teams to resolve issues.
• Analyze performance trends and implement improvements.
• Support onboarding and migration for new clients.
• Develop operational reviews and actionable recommendations.
• Establish QA controls and governance across engagements.
• Lead large-scale programs and cross-functional initiatives.
• Mentor and coach team members.

Skills

Managed services

Payment processing

SLA governance

Incident management

Change management

Client relationships

Production support

Analytical skills

Education

Bachelor’s degree or equivalent

Tools

FIS Connex

ACI BASE24

HPE NonStop

Job description

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

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.