Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

The Analyst Lead, Managed Service serves as a senior technical and operational subject matter expert responsible for the success of managed service offerings for Mutual Fund and Transfer Agency platforms. This role combines deep product support expertise, client engagement, and managed services ownership to ensure production stability, timely issue resolution, and continuous improvement.

This role functions as a recognized expert and escalation point, focusing on service excellence through process optimization, automation, and innovation. The position requires strong judgment, the ability to operate independently in complex environments, and collaboration across teams to deliver high-quality managed services outcomes.

What You Will Be Doing

Managed Services Ownership

• Oversee end-to-end managed services execution, ensuring stability, availability, and performance of supported platforms
• Act as a recognized subject matter expert and primary escalation point for complex production and client issues
• Ensure adherence to SLAs, KPIs, and operational standards across managed services
• Manage large processes or service areas with minimal oversight

Client Engagement & Incident Management

• 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 TA workflows and operations
• Handle complex and escalated client issues, own them through to resolution
• Ensure clear communication and timely updates during high-impact incidents

Technical Support & Problem Resolution

• Troubleshoot complex issues across fund accounting, NAV processing, transactions, pricing, corporate actions, reporting, and end-to-end TA workflows
• Perform deep root cause analysis and collaborate with Product, Engineering, QA, and Operations teams to implement sustainable fixes
• Independently manage and prioritize support queues and high-impact issues
• Apply data analysis and SQL to investigate issues and validate outcomes

Process Optimization & Continuous Improvement

• Identify opportunities for process optimization, standardization, and efficiency improvements within managed services
• Drive initiatives to reduce issue recurrence and enhance operational stability
• Leverage automation and emerging technologies to improve service effectiveness
• Contribute to continuous improvement initiatives aligned with industry best practices

Operational Excellence & Change Management

• Support release readiness, change activities, and production validation
• Participate in disaster recovery and business continuity testing
• Ensure adherence to incidents, problems, and change management processes
• Contribute to improvements in policies, practices, and procedures

What You Bring

• 5+ years of experience in application, product, or technical support roles
• 3+ years of experience in Mutual Fund and/or Transfer Agency domain
• Strong understanding of Mutual Fund lifecycle and Transfer Agency operations
• Proven ability to handle complex production issues and client escalations independently
• Strong analytical, problem-solving, and decision-making skills
• Proficiency in data analysis and basic SQL
• Ability to manage complex processes or assignments with limited oversight
• Excellent written and verbal communication skills

Preferred Experience

• Experience in Managed Services or Service Delivery environments
• Experience supporting enterprise financial services platforms
• Exposure to automation, AI-assisted support tools, or efficiency initiatives
• Familiarity with ITIL processes (Incident, Problem, Change Management)

What Success Looks Like

• Effective and timely resolution of complex client and production issues
• Improved stability and reliability of managed services operations
• Reduced recurrence of operational and data-related issues
• Increased efficiency through process improvements and automation
• Strong collaboration with Product, Engineering, and Operations teams
• Consistent and high-quality client service delivery

Location & Work Timings

• Location – Pune
• Shift - 6:30 PM to 3:30 PM

Privacy Statement

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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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