Senior Production Support Specialist

4 weeks ago


Maryland, United States FIS Full time

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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