Production Support L2/L3

3 weeks ago

Owings Mills, United States Jobs for Humanity Full time
Job Description

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Travel Percentage :

0%

Job Description

Production Support L2/L3 (Retirement Planning and Wealth Management)

What You Will Be Doing

  • Experienced in providing Level 2 production support 24/7.
  • Experience in Supporting Java and ETL applications hosted on AWS
  • Willing to monitor P1/P2 tickets and escalating to service delivery organization (between 11 a.m EST to 9 P.M est)
  • Represent L2 support team in major incident management calls
  • Involved in problem solving, coordinating with multi-level teams and critical thinking.
  • Hands on experience in troubleshooting using Splunk and CloudWatch
  • Exposure to ETL jobs and handing Autosys/AWS glue scheduler and one with SAS application.
  • Experienced in analyzing and statistics with Splunk, CloudWatch Logs
  • Extensively worked in ITIL processes- Incident, Problem and Change Management.
  • Adherence to 100% SLA for the incidents, changes, problems, and defects.
  • Coordination with application vendors, multiple stakeholders, and geographically distributed teams for application related Incidents
  • Create related trainings, presentation, and Knowledge Transition sessions.
  • Ensuring 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

Qualifications: A Bachelor’s degree with a Computer Science or related education

Experience :

10 to 15 years’ experience in Production Support role, particularly in Retirement Planning and Wealth Management

consumer-facing role experience ​

Required Knowledge, Skills and Abilities:

  • Highly comfort with an aptitude for understanding how technology supports product, production support process.
  • 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, Springboot, AWS environment, Splunk and Cloud watch, JSP, Servlet, DB2 database and experience in Support role

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

  • Having Good understanding of Retirement Planning and Wealth Management Domain


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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