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.
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.
- 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.
- 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
- Technical and/or engineering background with advanced DB SQL skills, including table joins and advanced queries
- Experience managing a wide spectrum of internal and external stakeholders, collaborating with cross-functional teams like QA, Customer Success, Developers, DevOps, and SRE
- Bonus: Experience with Jenkins, Argo, Vault, and Coralogix
- 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.
- 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 .
- 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