Analyst Lead, Production Support

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Job Title

Production Support Engineer

Intro:

We are FIS. Our technology powers the world's economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you're ready to start learning, growing and making an impact with a career in fintech, we'd like to know: Are you FIS?

About the Role

As a Production Support Engineer, you will ensure the stability, availability, and performance of business-critical financial applications supporting global clients. You will work closely with Development, Infrastructure, Application Administration, Client Support Services, and Business teams to resolve production issues, optimize operational processes, and maintain service excellence. This role requires strong technical troubleshooting capabilities across applications, databases, cloud environments, and reconciliation platforms. Success is measured through effective incident resolution, operational reliability, continuous improvement, and client satisfaction.

What You Will Be Doing

• Monitor and support business-critical production applications in a 24x7 enterprise environment.

• Investigate, troubleshoot, and resolve application, system, database, and infrastructure-related incidents.

• Perform incident, problem, change, and release management activities following ITIL best practices.

• Analyze application logs, system behavior, and SQL queries to identify root causes and implement permanent fixes.

• Provide production support for IntelliMatch reconciliation platforms and associated business processes.

• Collaborate with Development, Infrastructure, Application Administration, and DBA teams to resolve complex production issues.

• Support application deployments, upgrades, maintenance activities, and disaster recovery exercises.

• Utilize monitoring and ticketing tools including ServiceNow, Dynatrace, and similar platforms to manage production support activities.

• Drive operational excellence through automation, scripting, process optimization, and continuous improvement initiatives.

• Communicate effectively with internal stakeholders and clients during incident management and service restoration activities.

Required Qualifications

• Experience in Production Support, Application Support, or Technical Support within enterprise environments.

• Strong hands-on experience supporting IntelliMatch reconciliation platforms in a production environment.

• Strong SQL skills with the ability to analyze data and troubleshoot database-related issues.

• Hands-on experience supporting Windows-based applications.

• Experience working with AWS and Azure cloud services.

• Strong understanding of Incident, Problem, Change, and Release Management processes.

• Experience with monitoring and ticketing tools such as ServiceNow, Dynatrace, or similar platforms.

• Strong analytical, troubleshooting, and problem-solving skills.

• Ability to work effectively in a fast-paced, client-facing environment.

• Excellent verbal and written communication skills.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent skills-based experience.

• Financial Services, Banking, Payments, or FinTech domain experience.

Preferred Qualifications

• PowerShell or other scripting experience.

• Experience with batch processing and scheduling tools.

• Additional cloud platform exposure across Azure and AWS environments.

• Experience supporting high-volume reconciliation and financial operations processes.

• ITIL certification or familiarity with IT service management frameworks.

What We Offer you

• At FIS, you can grow your career as far as you want to take it. Here's what else we offer:

• Opportunities to make an impact in fintech

• Personal and professional learning

• Inclusive, diverse work environment

• Resources to give back to your community

• Competitive salary and benefits. Statement

Sourcing Model