Senior Production Support Specialist
3 weeks ago
Job Description:
FIS is seeking a highly skilled Production Support Specialist to join our team. As a key member of our support team, you will be responsible for providing level 2 production support 24/7, monitoring P1/P2 tickets, and escalating to the service delivery organization. You will also represent the L2 support team in major incident management calls and work extensively in ITIL processes, including incident, problem, and change management.
Key Responsibilities:
- Provide level 2 production support 24/7
- Monitor P1/P2 tickets and escalate to the service delivery organization
- Represent the L2 support team in major incident management calls
- Work extensively in ITIL processes, including incident, problem, and change management
- Adhere to 100% SLA for incidents, changes, problems, and defects
- Coordinate with application vendors, multiple stakeholders, and geographically distributed teams for application-related incidents
- Create related trainings, presentations, 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
Requirements:
- Senior-level experience in production support role, particularly in retirement planning and wealth management consumer-facing role experience
- 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 handling 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 incidents during off-business hours
What We Offer:
- 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
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