Production Support Engineer

FIS® Amount™ • Chicago, IL

1d • $63,000 - $73,000 • Hybrid

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

Requirements

• 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.
• 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.
• Play an active role during critical incidents which may occur outside of normal business hours.
• Creation of runbooks or standard operating procedures (SOP) so we can all learn from each other and add to our knowledge base.
• Technical and/or engineering background, ideally with experience writing SQL queries
• 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
• Previously collaborated with a wide spectrum of internal and external stakeholders
• 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 and experience with error monitoring software (Sentry, Kibana)

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.
• Meet partner 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.
• 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.
• Suggest improvements 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.
• Play an active role during critical incidents which may occur outside of normal business hours.
• Create runbooks or standard operating procedures (SOP) so we can all learn from each other and add to our knowledge base.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed