System Support Engineer

Job Description Job Description 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? About the role: A Production Support Engineer ensures the stability and performance of production systems by monitoring, troubleshooting, and resolving issues, acting as a critical link between technical teams and service delivery. Key responsibilities include analyzing incidents, performing root cause analysis, collaborating with engineering and operations, and developing documentation and automation to prevent future problems and meet service level agreements (SLAs). What you will be doing: System Monitoring & Incident Management: Proactively monitor production systems and applications, responding to alerts and incidents to diagnose and resolve issues quickly and efficiently  Troubleshooting & Root Cause Analysis: Investigate and identify the root cause of technical issues, repair damage caused by platform problems, and provide effective solutions to prevent recurrence Cross-Functional Collaboration: Work closely with development, product, and operations teams to troubleshoot ongoing issues, inform future development, and ensure smooth software deployments Process Improvement & Automation: Develop and implement processes, procedures, and automation to improve production support operations, reduce downtime, and enhance system reliability Documentation: Create and maintain support documentation, including knowledge bases, procedures, and reports on system performance and issue statuses On-Call Support: Participate in on-call rotations to provide support and respond to critical production issues outside of normal business hours Technical Proficiency: Experience using production support tools and editors like EmEditor/Notepad along with the ability to write SQL scripts using Management Studio Problem-Solving: Strong analytical skills to quickly identify issues, determine root causes, and implement effective solutions Communication: Excellent written and verbal communication skills to effectively convey information to both technical and non-technical teams Collaboration: Ability to work effectively in a cross-functional environment and collaborate with various teams to achieve common goals Education: Preferably a Bachelors Degree in Computer Science/Information Technology or a related field. What you will need: At least 4 years of technical or production support experience Experience with various monitoring tools and ticketing systems Client facing production support experience TSQL and software development skills Added bonus if you have: Prior experience with banking environment What we offer you: A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you: A voice in the future of fintech Always-on learning and development Collaborative work environment Opportunities to give back Competitive salary and benefits 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. #pridepass