FIS® Amount™
fintech
ProductionSupportEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“Production Support Engineer at FIS® Amount™. Skills: Production issue management, Incident resolution, Troubleshooting, Cross-functional leadership. Manage high-priority issues to resolution. Troubleshoot, fix, and apply workarounds to resolve technical issues”
What You'll Achieve.
Ensure production issues are managed efficiently and effectively; Meet our partner’s SLA requirements; Improvement suggestions to capture preventative measures that will avoid recurrences of incidents; Compilation of metrics on a weekly and monthly basis
Industry & Context.
Deep dive into issues by querying tables, analyzing data and problem-solving; Troubleshoot, fix, and apply workarounds to resolve technical issues; Find the best solution for our partner; Root cause analysis
On-call rotation basis is a must, Play an active role during critical incidents which may occur outside of normal business hours, Nights, weekends, and holidays on an on-call rotation basis
What They're Looking For.
Must Have
Technical and/or engineering background, experience writing SQL queries, 2 years of experience coordinating and executing major incidents, demonstrated capacity to lead under pressure, Worked in an organization with a complex business environment, Leadership skills with the ability to make quick decisions, Familiar with ITSM/ITIL concepts, Thrive being a self-starter, who can lead others during stressful situations, experience with error monitoring software (Sentry, Kibana)
Nice to Have
Basic knowledge or interest of any programming language such as Java, Python or Ruby, Previously collaborated with a wide spectrum of internal and external stakeholders, Familiar with tools such as Confluence, Jira, and on-call management software such as PagerDuty
What You'll Do.
Manage high-priority issues to resolution
and apply workarounds to resolve technical issues
Interact with every aspect of the organization to find the best solution
Management of ticket queues
Monitoring for issues
Post-release validation
Meet partner's SLA requirements
Drive incident resolution
Lead conversations with cross-functional groups
Oversee a technical bridge
Management of all incidents through the incident management lifecycle
Documentation of all relevant events
Getting status reports while driving decision-making and resolution
Ensure stakeholders are updated according to predefined service level agreements
Completion and ownership of the postmortem with appropriate root cause analysis performed
Improvement suggestions to capture preventative measures
Investigate patterns that indicate larger overall issues
Compilation of metrics on a weekly and monthly basis
Maintain dashboards for service incidents and ad hoc reporting
Creation of runbooks or standard operating procedures (SOP)
How You'll Work.
Team & Collaboration
Interact with every aspect of the organization; Interact with engineering, product, QA, customer success and others; Drive incident resolution and lead conversations with cross-functional groups; Collaborated with a wide spectrum of internal and external stakeholders
Communication Scope
Lead conversations with cross-functional groups; Ask the right questions to help determine impact/priority and the correct route for resolution; Ensure stakeholders are updated according to predefined service level agreements; Getting status reports while driving decision-making and resolution
Process & Methodology
Prioritization and triage of incoming requests/issues, Management of ticket queues, Incident management lifecycle
Full Job Description
FIS® Amount™ provides a unified digital origination and decisioning platform that helps financial institutions meet the moment. Designed to scale with banks and credit unions at any stage of their digital journey, FIS® Amount™ delivers a seamless, digital-first experience—streamlining everything from loan origination to deposit account opening. With built-in fraud orchestration and risk management, FIS® Amount™ enables financial institutions to control risk across any product while optimizing performance and enhancing security. Our flexible, modular platform is backed by enterprise-grade infrastructure and compliance, allowing institutions to launch new offerings in months, not years. Learn more at www.fisglobal.com. We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS? A DAY IN THE LIFE: The Production Support Engineering team plays a key role at FIS® Amount™ by ensuring production issues are managed efficiently and effectively. You will manage high-priority issues to resolution following industry best practices. You’ll troubleshoot, fix, and apply workarounds to resolve technical issues across multiple platforms. Each day, you’ll interact with every aspect of our organization to find the best solution for our partner. Management of ticket queues, monitoring for issues and post-release validation are also a large part of this role, all while meeting our partner’s SLA requirements. Team: This role interacts with nearly every group within the organization, including engineering, product, QA, customer success and others. Salary: $63,000-$73,000 base salary Similar job titles: Production Support, Production Support Analyst, Incident Manager, Incident Coordinator, IT Major Incident Manager, Application
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