Product Technical Support Analyst Lead (Finance and Accounting Background)
FIS View all jobs
- Makati City, Metro Manila
- Permanent
- Full-time
The CX Support Analyst provides functional and technical support for a premier client on the Investment Accounting Manager (IAM) platform. The role involves managing daily production issues, monitoring batch processes, supporting client operations, and ensuring timely communication across internal and client teams.What you will be doing:Provide functional and technical support on the IAM platform, ensuring all client queries are resolved with high‑quality, timely responses.Perform issue triage, troubleshooting, log analysis, and recreate client scenarios in test environments to identify root causes.Manage daily production support, including IAM BAU tickets, functional queries, and system issues.Monitor batch processes (FOMI jobs, Process Manager schedules, pricing/FX uploads), identify failures early, and coordinate fixes with internal teams.Understand client setups, workflows, multi‑account configurations, and custom processes (e.g. Client‑specific workflows).Liaise closely with internal teams—Product Development, CIO, PS, Operations, ESM—to ensure issues are prioritized and resolved efficiently.Collaborate with client teams (AAM, TechOps) for daily operations, testing cycles, UAT activities, and alignment discussions.Document recurring issues, client information, fixes, and process updates to support product quality and knowledge management.Engage EIM for major incident escalations; follow governance, maintain SLA compliance, and prepare RCA notes.Build strong domain knowledge in financial accounting concepts like NAV, pricing, FX, amortization, and corporate actions.Participate in ad‑hoc projects, process improvements, and performance optimization initiatives (e.g., batch fine‑tuning, weekend validations).Maintain client satisfaction through proactive communication, expectation management, and periodic follow-ups.What you bring:Bachelor’s degree in business, Accounting, Finance or a related fieldFluent in EnglishSelf-starter but team mindset - work as part of a global teamCustomer service and team focusAbility to work effectively with minimum supervision with a strong sense of ownershipGood to have skills:Knowledge of financial instruments and fund accounting are essentialExcellent oral and written communications skillsWorking experience on InvestOne will be an added advantage.Good analytical and problem-solving capabilityWhat we offer you:A multifaceted job with a high degree of responsibility and a broad spectrum of opportunitiesA modern, international work environment and a dedicated and motivated teamA broad range of professional education and personal development possibilities – FIS is your final career step!A competitive salary and benefitsA variety of career development tools, resources and opportunitiesThe chance to work on some of the most challenging, relevant issues in financial services & technology#LI-CV1Privacy StatementFIS 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 .Sourcing ModelRecruitment 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.#pridepass