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# Production Support Engineer

- **Company:** FIS, Inc.
- **Location:** Chicago, United States
- **Experience:** Experienced
- **Salary:** $73,000.0 - $80,000.0
- **Contract:** Permanent contract
- **Skills:** Java (Programming Language), Data Analysis, Confluence, JIRA, Database Queries, Monitoring of Systems, Python (Programming Language), Ruby, Sentry, Kibana, Pagerduty, Programming Languages
- **Published:** September 4, 2026
- **Apply:** https://startup.jobs/production-support-engineer-amount-2-7985204

## About the Role

* Technical and/or engineering background, ideally with experience writing SQL queries
 * Experience working with development teams in a fast-paced environment
 * Basic knowledge or interest of any programming language such as Java, Python or Ruby
 * 2 years of experience coordinating and executing major incidents, with demonstrated capacity to lead under pressure
 * Previously collaborated with a wide spectrum of internal and external stakeholders
 * Worked in an organization with a complex business environment
 * Leadership skills with the ability to make quick decisions
 * Familiar with ITSM/ITIL concepts
 * You thrive being a self-starter, who can lead others during stressful situations
 * Familiar with tools such as Confluence, Jira, and on-call management software such as PagerDuty and experience with error monitoring software (Sentry, Kibana)

## Description

* 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.
 * 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
 * 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 is a must
 * Creation of runbooks or standard operating procedures (SOP) so we can all learn from each other and add to our knowledge base


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