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
NOTE:- Most positions are hybrid (3 days onsite) in our FIS Office locations in Chicago (Illinois), Milwaukee (Wisconsin), Atlanta (Georgia) and Jacksonville (Florida).
- Current and future sponsorship not available for this position
