Analyst Lead, Managed Service

FIS; Wrocław; On-site; PLN 98,000 - 130,000; Full time

Job summary

FIS is seeking an experienced senior team member in Wroclaw to lead, mentor, and develop a high-performance team delivering robust software solutions in the fintech space. You will collaborate with development and support teams to ensure quality, scalable systems and timely issue resolution.

You will engage in customer inquiries, data reconciliation, and incident management, while driving knowledge sharing and training across the organization.

Qualifications

• Bachelor’s degree or near completion in FinTech/Finance/IS, or equivalent experience.
• Fintech or financial services experience required.
• Strong analytical and problem-solving abilities.
• Ability to work in a queue-based support environment.

Responsibilities

• Lead and mentor a senior team, fostering a high-performance culture.
• Ensure robust, scalable software delivery with cross-team collaboration.
• Share knowledge and facilitate knowledge sharing across the team.
• Monitor support queues and address tickets promptly.
• Respond to inquiries and resolve issues including financial calculations and processing.
• Investigate alerts and drive resolution.
• Provide in-depth product support using established templates.
• Facilitate user training sessions as needed.
• Communicate incidents per FIS process.
• Coordinate with internal/external teams including development and infrastructure.
• Participate in client governance forums representing FIS technology.
• Escalate complex issues to experts and track resolutions.
• Document customer interactions and recurring issues to support quality.
• Perform other duties as assigned.

Skills

Analytical skills

Time management

Independent working

Verbal and written communication

Problem solving

Queue-based support

Structured processes

FinTech experience

FIS product knowledge

Education

Bachelor’s degree in FinTech/Finance/IS

Job description

Type Of Hire

Experienced (relevant combo of work and education)

Position Type

Full time

The world of finance moves fast. At FIS, we’re faster. Our teams are empowered to learn, grow, and make an impact — in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we’d like to know~

Are you FIS?

What You Will Be Doing

• As a senior team member, lead, mentor, and develop a team fostering a collaborative and high-performance culture
• Assist the team to help in deliverables, ensuring robust, scalable, high-performance, high-quality software is built using modern technology in collaboration with the development and other support teams
• Share ideas, knowledge, and experience with other team members, and facilitate knowledge sharing across the team
• Monitor support queues to ensure all tickets are identified and addressed promptly
• Respond to customer inquiries and resolve support issues, including financial calculations, market transaction processing, file interface automation, and data reconciliation
• Investigate alerts such as missing client files or processing issues and drive resolution
• Provide in‑depth product support by researching issues and applying established templates and procedures
• Facilitate user training sessions as needed
• Communicate incidents clearly and follow the FIS incident management process
• Coordinate with internal and external teams, including development, infrastructure, and other technical partners
• Participate in client governance forums representing FIS technology
• Escalate complex technical issues to subject matter experts and track resolution
• Document customer interactions and recurring issues to support product quality and development initiatives
• Perform other related duties as assigned

What You Will Need

• Strong analytical, organizational, and time‑management skills
• Ability to work independently while collaborating effectively with cross‑functional teams
• Excellent verbal and written communication skills
• Strong problem‑solving skills and attention to detail
• Comfortable working in a queue‑based support environment
• Experience following structured processes and templates
• Fintech or financial services experience required
• Knowledge of FIS products is a plus

Education Requirement

Bachelor’s degree in FinTech, Finance, Information Systems, or a related field, or currently completing degree requirements. Or a combination of experience.

What We Offer You

• Opportunities to innovate in fintech
• Tools and resources for personal and professional growth
• An inclusive and diverse work environment
• Resources to invest in your community
• Competitive salary and comprehensive benefits package

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is 98,000.00 - 130,000.00 PLN Annual and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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.