Senior Product Support Engineer

Jones Lang LaSalle Incorporated; Haryana; On-site; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Total Rewards

Equal Opportunity Employer

Disability accommodations available

Job summary

Jones Lang LaSalle Incorporated seeks a Senior Product Support Engineer to manage day-to-day operational support for the billing agent pipeline. You will monitor health, respond to alerts, triage failures, and coordinate with Engineering and FinOps to maintain timely,temp invoice creation and data accuracy.

Role involves collaborating with Ops globally, understanding AWS-based services, and ensuring adherence to SLAs while driving observability and cost controls across the billing workflow.

Qualifications

• Experience in production/application support for cloud-hosted, event-driven systems (ideally AWS).
• Working knowledge of AWS services: Lambda, SQS/DLQ, EventBridge, S3, Aurora Postgres (or equivalent RDBMS).
• Familiarity with observability tooling — Datadog and/or CloudWatch (dashboards, alarms, log search).
• Strong incident-management discipline: clear triage, timely escalation, and clean handoffs.
• Ability to collaborate with Engineering, FinOps and Ops across global teams.

Responsibilities

• Monitor pipeline health using Datadog and CloudWatch across all components (API Gateway, Lambdas, EventBridge, SQS, AgentCore Runtime, Aurora).
• Respond to alarms and alerts within defined response times.
• Track AWS Bedrock LLM cost and usage against budget alerts.
• Triage pipeline exceptions using per-invoice-group data and SharePoint folders.
• Differentiate between transient/infrastructure failures and business-rule/data failures and route accordingly.
• Ensure notifications reach FinOps and meet SLA targets.
• Escalate issues that impact SLA and data integrity.
• Provide input to Engineering/FinOps for SOP and mapper updates.

Skills

AWS

Datadog

CloudWatch

Incident management

Communication

Tools

Lambda

SQS/DLQ

EventBridge

S3

Aurora Postgres

SharePoint

Power BI

Job description

Senior Product Support Engineer PeopleSoft Billing Agent (Bill-to-Cash Agentic Platform) Global Bill-to-Cash Operations — JLL Technology Centre of Expertise (location/shift TBD)

What this job involves

About the role #JLLTechAmbitions The Bill-to-Cash (B2C) Agent automates Phase 2 of the IFM APAC (GGN India) billing process — ingesting client billing templates emailed by CFMs, analyzing and decomposing them into invoice groups, validating each group against SOP and PeopleSoft business rules, and raising temp/proforma invoices in PeopleSoft. It replaces a manual and RPA-based process (currently ~48-hour turnaround time, 86,000+ transactions per year across 500+ client accounts) with an event-driven, multi-agent pipeline hosted on AWS (Strands Graph on Amazon Bedrock AgentCore Runtime), integrating with M365/SharePoint, PeopleSoft (via APIM), Datadog, and Power BI.

Responsibilities

• Monitor pipeline health using Datadog (APM, metrics, logs) and CloudWatch (native AWS monitoring, GenAI Observability) across all pipeline components — API Gateway, Lambdas, EventBridge, SQS, AgentCore Runtime, Aurora Postgres
• Respond to CloudWatch alarms and Datadog alerts on node, tool, or component failures within defined response times
• Track AWS Bedrock LLM cost and usage against budget alerts
• Triage pipeline exceptions using the handoff CSV (per-invoice-group pass/fail status, failing node, failing rule) and the linked SharePoint SR folder
• Distinguish between transient/infrastructure failures (retry, elevate to Engineering) and business-rule/data failures (route to FinOps per the “restart, not resume” model — corrected templates re-enter as a new SR)
• Monitor the SQS Dead-Letter Queue and work with Engineering to identify and resolve stuck or failed messages
• Ensure success, partial-success, and exception notifications (via SendGrid) are reaching FinOps as expected SLA & Throughput Management
• Track adherence to the T+1 business-day SLA for temp invoice creation from successful receipt of the billing template
• Use the Power BI Ops dashboard (sourced from Aurora via EDP Sync) to monitor throughput, latency, and exception volume, escalating any degradation trends
• Monitor for month-end volume peaks (steady-state ~7,000 invoice transactions/month) and flag scaling or capacity concerns
• Monitor the scheduled Refresh Lambda that mirrors SOPs/mappers (SharePoint > S3) and PeopleSoft reference data (project config, addresses, tax codes, service types > Aurora), and confirm refresh jobs complete successfully
• Escalate any signs of stale reference data being served, given the requirement that accrual checks always run live and the system must never silently serve stale or incorrect financial data
• Support root-cause investigation when reference data discrepancies (e.g., address resolution, tax code mismatches) drive validation failures
• Support Dev, UAT, and Production environments (all AWS us-east-1), including coordination of deployments via the standard dev-UAT-prod SDLC
• Verify IaC (Terraform)-provisioned resources are healthy post-deployment
• Participate in Snyk/Wiz security scan remediation coordination as needed
• Support FinOps and Engineering with queries against the append-only PipelineStepLog (Aurora) audit trail (input, output, confidence score, and status per pipeline event) for audit or investigation requests
• Ensure no financial content is inadvertently routed outside approved channels (e.g., confirming Datadog exports remain metrics/logs/traces only, per data classification requirements under Policy 27)
• Feed recurring failure patterns (e.g., frequent validation rule breaches, template classification misses) back to Engineering and FinOps for SOP, mapper, or client-recipe updates
• Flag live incidents that may indicate golden dataset gaps

Purpose of the Role

Own day-to-day operational support of the billing agent pipeline: proactively monitor node/tool health, respond to alerts, and triage and resolve (or elevate) failures within SLA. Ensure Ops and FinOps teams can rely on accurate, timely temp invoice creation. Support Dev, UAT, and Production environments under the direction of Engineering and FinOps leadership. Act as the operational point of contact for FinOps/Ops, ensuring clean handoffs between Engineering, FinOps, and Ops.

To apply you need to be

• Experience & Education: Experience in production/application support for cloud-hosted, event-driven systems (ideally AWS). Working knowledge of AWS services: Lambda, SQS/DLQ, EventBridge, S3, Aurora Postgres (or equivalent RDBMS), API Gateway. Understanding of, or willingness to learn, PeopleSoft billing/invoicing concepts (temp/proforma invoices, HSN codes, GST/tax codes, address sequence codes) — training will be provided via the SOP repository.
• Technical Skills & Competencies: Familiarity with observability tooling — Datadog and/or CloudWatch (dashboards, alarms, log search). Comfortable reading structured logs/JSON payloads to triage failures (SQL for Aurora queries a plus). Familiarity with Microsoft 365 / SharePoint / Graph API-based workflows is a plus. Exposure to AI/LLM-based or agentic systems (e.g., Amazon Bedrock, AgentCore) is a plus but not required. Strong incident-management discipline: clear triage, timely escalation, and clean handoffs. Comfortable working across Engineering, FinOps, and Ops stakeholders in a global (APAC/EMEA) support model. Ability to identify risks and issues and propose solutions effectively. Self-starter able to execute with minimal supervision; ability to work autonomously, but as a team contributor. Excellent verbal and written communication skills.

What success looks like

• Alerts acknowledged and triaged within agreed response windows
• Exceptions correctly routed (Engineering vs. FinOps) with minimal back-and-forth
• T+1 SLA breaches identified early and escalated proactively, not discovered after the fact
• No incidents of stale/incorrect financial data being served without detection
• Clean, actionable input into Engineering/FinOps on recurring failure patterns

What we can do for you

• You’ll join an entrepreneurial, inclusive culture. One where we succeed together — across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
• Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, well-being, benefits, and pay.
• Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you…

Location: On-site –Gurugram, HR

Scheduled Weekly Hours: 40

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [e-mail]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page.

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For further information, visit jll.com.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise.

Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM.

JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated.