Production Support Analyst Senior

FIS; Gurugram District, Delhi; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

FIS in India is seeking a Production Support Technician II (L2) for Banking System operations. You will diagnose, troubleshoot, and resolve complex issues in IST/Switch banking applications, collaborate with L3, monitor logs, perform deployments, and maintain documentation.

The role requires 6+ years IT experience with 3+ yrs in banking application support, strong SQL/Oracle, Linux/Unix, ITIL, and excellent communication.

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• 6+ years overall IT experience, 3+ years in banking support.
• Experience with SQL, Oracle, or other relational databases.
• Proficiency in Linux/Unix and Windows server environments.
• Familiarity with APIs, web services, and system integrations.
• Knowledge of ITIL Incident/Problem/Change management.
• Experience with SIT/UAT testing for change requests and fixes.
• ISO8583 Switch/IST Switch experience is a plus.

Responsibilities

• Diagnose, analyze, and resolve technical issues related to the banking system.
• Provide L2 support by investigating application errors, database issues, and system performance problems.
• Collaborate with L3 support teams to ensure proper issue escalation and resolution.
• Monitor application performance, system logs, and system memory alerts to identify potential issues.
• Perform routine maintenance, DR drills, and apply patches or updates as needed.
• Ensure UAT simulations and deployments.
• Ensure SIT is diligently performed before UAT deployments.
• Support scheduled deployments, system updates, and configuration changes.
• Ensure all required documents/prerequisites are fulfilled as per the client’s CAB.
• Work closely with developers, client, and OEM vendors to resolve complex system issues within defined TAT.
• Escalate unresolved issues to L3 with proper documentation and analysis.
• Liaise with business users and stakeholders to provide technical insights and status updates.
• Maintain detailed records of incidents, troubleshooting steps, and resolutions.
• Analyze root causes and work towards permanent fixes.
• Track repeat incidents and coordinate with L3 Support.
• Update knowledge base articles and internal docs.
• Provide training and guidance to L1 and manage team roster.
• Ensure compliance with banking regulations and security policies.
• Support audit processes and provide necessary documentation.

Skills

SQL/Oracle

Linux/Unix

Windows Server

APIs & Web services

ITIL processes

SIT/UAT testing

ISO8583 Switch

Banking domain

Education

Bachelor's in CS/IT or related

Tools

SQL

Oracle

Job description

Production Support Technician II (Work from Client Location - Delhi)

Introduction

We are FIS. Our technology powers the worlds 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 youre 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 switch is a computer system which facilitates the transfer of electronic messages between terminal devices and appropriate network applications. ATM Switch plays an important role in the entire ATM connectivity. IST/Switch is an end-to-end software solution for businesses that manage real-world Electronic Payments, Mobile Commerce, and Internet payment processing across the entire payment lifecycle – merchants, issuers, acquirers, processors, payment gateways and card associations.

The Technical Support Specialist (L2) for the Banking System is responsible for providing advanced technical support, troubleshooting, and issue resolution for banking applications. This role serves as the second line of defense, escalating complex issues to L3 support when necessary while ensuring timely resolutions to maintain system stability and performance. The ideal candidate will have strong problem-solving skills, experience in banking systems, and a client-focused approach.

What You Will Be Doing

• Diagnose, analyze, and resolve technical issues related to the banking system.
• Provide L2 support by investigating application errors, database issues, and system performance problems.
• Collaborate with L3 support teams to ensure proper issue escalation and resolution.
• Monitor application performance, system logs, and system memory alerts to identify potential issues.
• Perform routine maintenance, DR DRILL, and apply patches or updates as needed.
• Ensure UAT simulations and deployments.
• Ensure that SIT is diligently performed before UAT deployments.
• Support scheduled deployments, system updates, and configuration changes.
• Ensure all required Documents/Pre-Requisites are fulfilled as per Client’s CAB (change advisory board) much in advance before the deployment cycle.
• Work closely with developers, Client, and OEM vendors to resolve complex system issues within defined TAT.
• Escalate unresolved critical issues to L3 support, ensuring proper documentation and analysis by following defined Escalation process.
• Liaise with business users and stakeholders to provide technical insights and status updates.
• Maintain detailed records of incidents, troubleshooting steps, and resolutions.
• Analyze and study root cause of issues and work towards a permanent fix.
• Track repeat incidents and take necessary action with L3 Support.
• Update knowledge base articles, FAQs, and internal documentation.
• Provide training and guidance to L1 support teams and handle & manage the roster of the whole team.
• Ensure compliance with banking regulations, security policies, and data protection standards.
• Support audit processes and provide necessary documentation when required.
• Monitor system access controls and assist in security-related configurations.
• Monitor L1 team activities for day-to-day operations and coordinate with Bank and Vendors of Bank for daily operation.
• Knowledge of regulatory requirements in banking IT.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or any Circuit Branches.
• Overall 6+ years of experience.
• 3+ years of experience in application support or IT operations within the Banking Payment Domain.
• Experience with SQL, Oracle, or other relational databases for query execution and scripting.
• Familiarity with Linux/Unix and Windows server environments.
• Experience with APIs, web services, and system integrations.
• Understanding of ITIL processes (Incident, Problem, Change Management, Automation).
• Perform SIT/UAT testing for all Change Requests and Incident fixes.
• Should have worked in ISO8583 Switch related environment; IST Switch experience is advantageous.
• Strong communication skills to interact with technical teams and clients.

Preferred Qualifications

• Hands-on experience with banking applications such as IST Switch ISO8583, VTS, MC & Boss Simulator, or similar systems.
• Excellent problem-solving and analytical skills in banking systems and payment domain.
• Knowledge of regulatory requirements in banking IT.

At FIS, we are as committed to growing our employees’ careers as our own business. We offer:

Opportunities to innovate in fintech

Inclusive and diverse team atmosphere

Professional and personal development

Resources to contribute to your community

Competitive salary and benefitsRole & responsibilities