Production Support Engineer

A DAY IN THE LIFE:

The Production Support Engineering team plays a key role at FIS® Amount™ by ensuring production issues are managed efficiently and effectively. You will manage high-priority issues to resolution following industry best practices. You’ll troubleshoot, fix, and apply workarounds to resolve technical issues across multiple platforms. Each day, you’ll interact with every aspect of our organization to find the best solution for our partner. Management of ticket queues, monitoring for issues and post-release validation are also a large part of this role, all while meeting our partners’ SLA requirements.

Team: This role interacts with nearly every group within the organization, including engineering, product, QA, customer success and others. 

Work Hours: This role supports our 24/7 staffing model. We have positions open with working hours of 4:00 PM–11:00 PM CST or 11:00 PM–7:00 AM CST.

Salary: $80,000-$90,000 base salary

Similar job titles: Production Support, Production Support Analyst, Incident Manager, Incident Coordinator, IT Major Incident Manager, Application Support Engineer, Support Engineer

WHAT WE’LL TRUST YOU TO DELIVER:

• Technical ability to deep dive into issues by querying tables, analyzing data and problem-solving
• Prioritization and triage of incoming requests/issues
• Drive incident resolution and lead conversations with cross-functional groups. Ask the right questions to help determine impact/priority and the correct route for resolution. Oversee a technical bridge, if required. Emphasize performing root cause analysis (RCA), documentation, and runbook development.
• Management of all incidents through the incident management lifecycle
• Documentation of all relevant events, getting status reports while driving decision-making and resolution
• Ensure stakeholders are updated according to predefined service level agreements
• Completion and ownership of the postmortem with appropriate root cause analysis performed
• Improvement suggestions to capture preventative measures that will avoid recurrences of incidents
• Investigate patterns that indicate larger overall issues, even if we don’t have the solution.
• Compilation of metrics on a weekly and monthly basis. Maintain dashboards for service incidents and ad hoc reporting as requested
• Management of ticket queues, client interaction, and maintenance of batch jobs
• Play an active role during critical incidents which may occur outside of normal business hours. Nights, weekends, and holidays on an on-call rotation basis is a must
• Creation of runbooks or standard operating procedures (SOP) so we can all learn from each other and add to our knowledge base

WHAT YOU LIKELY BRING TO THE TABLE: 

• Technical and/or engineering background with advanced DB SQL skills, including table joins and advanced queries
• Experience with Postman, AI, and agents
• Experience working with development teams in a fast-paced environment
• Basic knowledge or interest of any programming language such as Java, Python or Ruby
• 2 years of experience coordinating and executing major incidents, with demonstrated capacity to lead under pressure
• Experience managing a wide spectrum of internal and external stakeholders, collaborating with cross-functional teams like QA, Customer Success, Developers, DevOps, and SRE
• Worked in an organization with a complex business environment
• Leadership skills with the ability to make quick decisions
• Familiar with ITSM/ITIL concepts
• You thrive being a self-starter, who can lead others during stressful situations
• Familiar with tools such as Confluence, Jira, and on-call management software such as PagerDuty and experience with error monitoring software (Sentry, Kibana)
• Bonus: Experience with Jenkins, Argo, Vault, and Coralogix

NOTE:

• This role supports our 24/7 staffing model with working hours of 4:00 PM–11:00 PM CST or 11:00 PM–7:00 AM CST.
• Remote role; candidate must be located in the U.S.
• Current and future sponsorship not available for this position

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.
  
  

EEOC Statement

• FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
• For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
  
  

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.