Production Support Engineer

Summary

FIS is a technology company that powers the world’s economy, and they are seeking a Production Support Engineer to manage production issues efficiently. This role involves troubleshooting technical issues, managing incident lifecycles, and collaborating with cross-functional teams to ensure service level agreements are met.

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 partners
• Management of ticket queues, monitoring for issues and post-release validation
• 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

Skills

• 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. 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
• 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
• 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)

Qualifications

Must Haves

• 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. 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
• 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
• 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)

Benefits

• Most positions are hybrid (3 days onsite) in our FIS Office locations in Chicago (Illinois), Milwaukee (Wisconsin), Atlanta (Georgia) and Jacksonville (Florida).