Production Support Analyst- 1 to 3 years- Rotational Shift

FIS; India; On-site; INR 900,000 - 1,500,000; Full time

Job summary

FIS is seeking a proactive Production Support professional to ensure stability and performance of FOS applications in a 24/7 environment. You will monitor critical processes, investigate incidents, perform root cause analysis, and collaborate across DEV, infra, and DB teams to minimize downtime.

The role involves supporting deployments, maintaining runbooks, and driving automation to improve operational efficiency while delivering exceptional service to business users and customers.

Qualifications

• Bachelor's degree in computer science, engineering or related field.
• Experience in production support and incident management.
• Strong troubleshooting and analytical skills.

Responsibilities

• Monitor and support FOS production applications to ensure high availability and performance.
• Investigate, troubleshoot, and resolve production incidents within SLAs.
• Perform root cause analysis and implement preventive measures.
• Collaborate with development, infrastructure, database, and business teams.
• Support deployments, releases, and change activities in production.
• Monitor health, batch jobs, interfaces, and critical processes.
• Communicate incident status and resolutions to stakeholders.
• Create and maintain runbooks and knowledge articles.
• Identify automation opportunities to improve efficiency.
• Participate in on-call and major incident management.

Skills

Incident management

Production support

SQL

Monitoring tools

Linux/Unix

Jira/ServiceNow

Education

Bachelor's degree in CS/IT

Tools

Splunk

Dynatrace

Shell

PowerShell

Python

Job description

Are you curious, self-motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

The FOS Production Support Team is responsible for ensuring the stability, availability, and performance of the FOS applications (ADF/Panorama/DP2/DP1/Mocha MF/Bank files processing & etc.) in the production environment. The team provides 24/7 operational support, monitors critical business processes, investigates and resolves incidents, manages service requests, and collaborates with development and infrastructure teams to minimize system downtime. Through proactive monitoring, root cause analysis, and continuous improvement initiatives, the team helps maintain a reliable and seamless experience for business users and customers.

What you will be doing–

• Monitor and support FOS production applications to ensure high availability, stability, and performance.
• Investigate, troubleshoot, and resolve production incidents within agreed service levels.
• Perform root cause analysis and implement preventive measures to minimize recurring issues.
• Collaborate with development, infrastructure, database, and business teams to resolve complex production problems.
• Support application deployments, releases, and change activities in production environments.
• Monitor application health, batch jobs, interfaces, and critical business processes.
• Communicate incident status, impacts, and resolution updates to stakeholders and management.
• Create and maintain operational documentation, runbooks, and knowledge articles.
• Identify opportunities for automation and process improvements to enhance operational efficiency.
• Participate in on-call support and major incident management activities as required.

What you bring:

• Strong analytical and problem-solving skills with the ability to troubleshoot complex production issues.
• Experience in application production support, incident management, and service restoration.
• Knowledge of monitoring tools, log analysis, and root cause investigation techniques.
• Ability to prioritize critical incidents and work effectively under pressure.
• Excellent communication and stakeholder management skills.
• Experience collaborating with development, infrastructure, database, and business teams.
• Understanding of ITIL processes, including Incident, Problem, and Change Management.
• Commitment to operational excellence, continuous improvement, and customer satisfaction.
• Willingness to participate in on-call support and manage high-priority production incidents.
• A proactive mindset focused on identifying risks and preventing recurring issues.

Good to have Skills:

At least one year of experience in production application role. Experience (1-5 year)

• Experience supporting mission-critical applications in a production environment.
• Hands-on experience with SQL and database troubleshooting.
• Exposure to application monitoring and alerting tools such as Splunk or Dynatrace
• Basic understanding of Linux/Unix and scripting (Shell, PowerShell, Python)
• Experience with batch processing, file transfers, and job scheduling tools.
• Experience working with ticketing tools such as ServiceNow, Jira, or Remedy.
• Strong analytical, troubleshooting, and root cause analysis skills.
• Ability to work effectively in a fast-paced, 24x7 support environment.

ØExcellent communication Skills – written and verbal
ØGood knowledge of MS SQL, Windows Servers, Linux, Snow, JIRA(or relevant ticketing tool)
ØMainframe knowledge (optional)
Candidate should be ready to work in 24*7, rotational shifts.

Qualifications

• A Bachelor’s degree in computer engineering, computer science or other related discipline or the equivalent combination of education, training, or work experience.

Competencies

• Fluent in English.
• Excellent communicator – ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion.
• Attention to detail – track record of authoring high quality documentation.
• Organized approach – manage and adapt priorities according to client and internal requirements.
• Self-starter but team mindset - work autonomously and as part of a global team.

What we offer you

• Opportunity to work on mission-critical production systems that support key business operations.
• Exposure to diverse technologies, complex application landscapes, and enterprise-scale environments.
• Continuous learning and professional development through training, mentoring, and knowledge-sharing initiatives.
• A collaborative and supportive team culture that values innovation, teamwork, and accountability.
• Hands-on experience in incident management, problem-solving, and operational excellence.
• Opportunities to contribute to process improvements, automation, and service reliability initiatives.
• Career growth through challenging assignments, leadership opportunities, and cross-functional collaboration.
• Flexible and inclusive work environment that promotes work-life balance and employee well-being.
• Recognition and rewards for impactful contributions and operational achievements.
• A platform to build expertise in production support, application management, and business-critical service delivery.

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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.