Senior Enterprise Platform Support Engineer – AI & Cloud

FIS Global; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Competitive salary

Learning opportunities

Inclusive work environment

Job summary

FIS Global in Bengaluru, India, seeks a Senior Enterprise Platform Support Engineer to diagnose and resolve complex production issues across an AI-enabled banking platform, spanning application, cloud, and on-premise layers. This hands-on role requires interacting with enterprise customers and driving rapid root-cause analysis with AI-assisted insights.

You will analyze logs, metrics, traces and alerts, troubleshoot Kubernetes, and communicate findings to diverse stakeholders while improving

Qualifications

• 8–15 years hands-on experience troubleshooting production or customer-facing systems.
• Practical experience with Kubernetes and containerized environments.
• Ability to interpret logs, metrics, traces and alerts across distributed systems.
• Solid understanding of Linux, networking fundamentals, APIs and service architectures.
• Proven experience in a customer-facing technical support or escalation role.
• Strong problem-solving skills with a structured, analytical approach.
• Clear communication skills for diverse stakeholder audiences.
• Experience using or integrating AI tools or large language models in technical workflows.

Responsibilities

• Investigate and resolve complex production issues across application, platform and infrastructure layers.
• Analyze logs, metrics, traces and alerts to identify root causes and system correlations.
• Troubleshoot Kubernetes environments, including pods, services, deployments and networking.
• Engage directly with enterprise customers to diagnose and resolve incidents in real time.
• Communicate technical findings clearly to both technical and non-technical stakeholders.
• Use observability tools to monitor system health and investigate anomalies.
• Leverage AI-driven insights for incident detection, root cause analysis and remediation validation.
• Improve runbooks, dashboards, alerts and support processes based on recurring issues.
• Support cloud, hybrid and customer-hosted platform environments.
• Collaborate with engineering and product teams to drive long-term reliability improvements.
• Will be working in 24/7 Rotational shifts.

Skills

Kubernetes

Linux

Logs & metrics analysis

Incident troubleshooting

Customer-facing support

Tools

Terraform

Helm

ArgoCD/Flux

Prometheus/Grafana/Datadog

Job description

Position Type :

Full time Type Of Hire :

Experienced (relevant combo of work and education)Senior Enterprise Platform Support Engineer - AI & Cloud

At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you're ready to grow your career and make an impact in fintech, we have one question: Are you FIS?

About the Role

You will support a next-generation, AI-enabled banking platform used by Tier-1 financial institutions. This is a hands-on, customer-facing role focused on diagnosing, troubleshooting, and resolving complex production issues across application and infrastructure layers. You will connect system behaviour, observability data, and customer impact to drive root cause resolution. Success is measured by speed, accuracy, and customer trust during critical incidents.

What You Will Be Doing

• Investigate and resolve complex production issues across application, platform, and infrastructure layers
• Analyze logs, metrics, traces, and alerts to identify root causes and system correlations
• Troubleshoot Kubernetes environments, including pods, services, deployments, and networking
• Engage directly with enterprise customers to diagnose and resolve incidents in real time
• Communicate technical findings clearly to both technical and non-technical stakeholders
• Use observability tools to monitor system health and investigate anomalies
• Leverage AI-driven insights for incident detection, root cause analysis, and remediation validation
• Improve runbooks, dashboards, alerts, and support processes based on recurring issues
• Support cloud, hybrid, and customer-hosted platform environments
• Collaborate with engineering and product teams to drive long-term reliability improvements
• Will be working in 24/7 Rotational shifts

Required Qualifications

• 8 to 15 years of strong hands-on experience troubleshooting production or customer-facing systems
• Practical experience with Kubernetes and containerized environments
• Ability to interpret logs, metrics, traces, and alerts across distributed systems
• Solid understanding of Linux, networking fundamentals, APIs, and service architectures
• Proven experience in a customer-facing technical support or escalation role
• Strong problem-solving skills with a structured, analytical approach
• Clear communication skills for diverse stakeholder audiences
• Experience using or integrating AI tools or large language models in technical workflows

Preferred Qualifications

• Experience supporting SaaS platforms, banking systems, fintech, or regulated environments
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud
• Exposure to infrastructure-as-code and deployment tools such as Terraform or Helm
• Knowledge of continuous delivery tools such as ArgoCD or Flux
• Experience working with streaming platforms or distributed data systems
• Familiarity with enterprise monitoring tools such as Prometheus, Grafana, Splunk, or Datadog

What We Offer you

• Opportunities to make an impact in fintech
• Personal and professional learning
• Inclusive, diverse work environment
• Resources to give back to your community
• 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.

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.

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