Production Support L2/L3

5 days ago

Owings Mills, United States Disability Solutions Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Travel Percentage :

0%

Job Description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. 

In today’s highly competitive private equity market, firms must not only deliver superior returns, but also respond to more stringent reporting requirements and increasing demands for information – both from within and outside their organization. Throughout the industry there is mounting pressure on organizations to do more, requiring a clear technology strategy that not only addresses the demands of today, but also enables the growth and performance of tomorrow. 

Production Support L2/L3 (Retirement Planning and Wealth Management) This candidate will Monitor P1/P2 tickets and escalate to service delivery organization (between 11 a.m EST to 9 P.M est)

What You Will Be Doing:

  • Provide Level 2 production support 24/7.

  • Support Java and ETL applications hosted on AWS

  • Represent L2 support team in major incident management calls

  • Extensively work in ITIL processes- Incident, Problem and Change Management.

  • Adhere to 100% SLA for the incidents, changes, problems, and defects.

  • Coordinate with application vendors, multiple stakeholders, and geographically distributed teams for application related Incidents

  • Create related trainings, presentation, and Knowledge Transition sessions.

  • Ensure Root-Cause analysis and process documents are created, and knowledge base is maintained and shared with team members.

  • Take accountability for Incidents and team management.

  • Interact with Stakeholders to understand their needs, requests and create knowledge Items.

  • Manage Stakeholder communication and expectations.

What You Will Need

Senior level experience in Production Support role, particularly in Retirement Planning and Wealth Management consumer-facing role experience ​

What you bring:

  • Experienced in analyzing and statistics with Splunk, CloudWatch Logs

  • Aptitude for understanding how technology supports product, production support process.

  • Hands on experience in troubleshooting using Splunk and CloudWatch

  • Exposure to ETL jobs and handing Autosys/AWS glue scheduler and one with SAS application.

  • Able to articulate key takeaways from analysis of support issues and solutions.

  • Excellent verbal and written communication skills

  • Willing to provide on call support for critical Incident during off business hours.

  • Strong intellectual curiosity to understand products, how they work, and how to trouble shoot critical Incident, Problem and Change Management.

  • Excellent in providing L2 support for Java applications on AWS.

  • Experience in using Splunk and CloudWatch for reviewing and analyzing Incidents.

  • Exposure to Java web and Cloud application support.

  • Strong experience in SQL, ORACLE, DB2, Shell scripting in Unix/Linux

  • Good knowledge / Work experience in applications that are related to Retirement Services

Tools – Java, Spring boot, AWS environment, Splunk and Cloud watch, JSP, Servlet, DB2 database and experience in Support role

What we offer you: 

  •  A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
  • A broad range of professional education and personal development possibilities – FIS is your final career step
  •  A competitive salary and benefits
  •  A variety of career development tools, resources and opportunities


Privacy Statement

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.

EEOC Statement

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


For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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