Production Support Engineer - Non-Day Shift Hours

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. 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.

Requirements

Team: This role interacts with nearly every group within the organization, including engineering, product, QA, customer success and others. Work Hours : This role supports our 24/7 staffing model. We have positions open with working hours of 4:00 PM–11:00 PM CST or 11:00 PM–7:00 AM CST.

Salary: $80,000-$90,000 base salary Similar job titles: Production Support, Production Support Analyst, Incident Manager, Incident Coordinator, IT Major Incident Manager, Application Support Engineer, Support Engineer WHAT WE’LL TRUST YOU TO DELIVER: Technical ability to deep dive into issues by querying tables, analyzing data and problem-solving Prioritization and triage of incoming requests/issues Drive incident resolution and lead conversations with cross-functional groups. Ask the right questions to help determine impact/priority and the correct route for resolution. Oversee a technical bridge, if required.

Emphasize performing root cause analysis (RCA), documentation, and runbook development. 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 that will avoid recurrences of incidents Investigate patterns that indicate larger overall issues, even if we don’t have the solution. Compilation of metrics on a weekly and monthly basis.

Maintain dashboards for service incidents and ad hoc reporting as requested Management of ticket queues, client interaction, and maintenance of batch jobs Play an active role during critical incidents which may occur outside of normal business hours.