Production Support Engineer - Non-Day Shift Hours

FIS® Amount™•Chicago, IL

2d•$80,000 - $90,000•Remote

About The Position

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

Requirements

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.
Self-starter who can lead others during stressful situations.
Familiar with tools such as Confluence, Jira, and on-call management software such as PagerDuty.
Experience with error monitoring software (Sentry, Kibana).

Nice To Haves

Experience with Jenkins, Argo, Vault, and Coralogix.

Responsibilities

Manage high-priority issues to resolution following industry best practices.
Troubleshoot, fix, and apply workarounds to resolve technical issues across multiple platforms.
Interact with every aspect of the organization to find the best solution for our partner.
Manage ticket queues, monitor for issues and perform post-release validation while meeting SLA requirements.
Deep dive into issues by querying tables, analyzing data and problem-solving.
Prioritize and triage 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.
Perform root cause analysis (RCA), documentation, and runbook development.
Manage all incidents through the incident management lifecycle.
Document all relevant events, get status reports while driving decision-making and resolution.
Ensure stakeholders are updated according to predefined service level agreements.
Complete and own the postmortem with appropriate root cause analysis performed.
Provide improvement suggestions to capture preventative measures that will avoid recurrences of incidents.
Investigate patterns that indicate larger overall issues.
Compile metrics on a weekly and monthly basis.
Maintain dashboards for service incidents and ad hoc reporting as requested.
Manage ticket queues, client interaction, and maintenance of batch jobs.
Play an active role during critical incidents which may occur outside of normal business hours.
Participate in an on-call rotation basis for nights, weekends, and holidays.
Create runbooks or standard operating procedures (SOP) to contribute to the knowledge base.