Senior Production Support Specialist
4 weeks ago
Job Summary:
FIS is seeking a highly skilled Senior 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 for our Java and ETL applications hosted on AWS.
Key Responsibilities:
- Monitor P1/P2 tickets and escalate to service delivery organization
- Provide level 2 production support 24/7
- Support Java and ETL applications hosted on AWS
- Represent L2 support team in major incident management calls
- Work extensively 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
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 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
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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