Linux & Java - Product Technical Support Analyst Lead -Pune

About the role

As a Product Technical Support Analyst Lead supporting back-office applications, you will play a critical role in ensuring the stability, performance, and reliability of services delivered to clients using FIS software solutions. You will help drive operational excellence by managing key support activities, maintaining service quality, and ensuring client needs are addressed in a timely and compliant manner. In this role, you will manage a wide range of client inquiries covering functional, application, and technology-related issues. Success requires strong technical expertise, sound functional understanding, excellent problem-solving skills, and the ability to lead support efforts effectively while delivering timely and high-quality resolutions. We are a client-facing function and serve as the first line of support and primary interface into the FIS ecosystem for our clients, addressing software, infrastructure, functional, and technical issues. Operating under a follow-the-sun support model with 24x7 coverage, we support global clients across APAC, EMEA, and the US, covering more than 6,000 unique client-product combinations. Our responsibilities span a wide range of services, from service desk support to technical, functional, techno-functional, and enterprise-level client service management. We are 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).