Production Support Analyst II - AWS Windows

FIS - Fidelity Information Services; Manila; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

Fidelity Information Services (FIS) in Manila is seeking a Production Support Analyst II to monitor and support live financial software, investigate incidents, troubleshoot issues, and assist with AWS migrations. The role is hybrid, with three days in-office and two days remote, aligned to Sydney business hours with on-call duties.

You will work with Windows, SQL Server, networks, and cloud environments, handling incident root-cause analysis, releases, and ensuring high availability beyond

Qualifications

• Three to four years of experience in production support, application support, customer service or technical support.
• Intermediate hands-on experience supporting and troubleshooting production applications hosted on Amazon Web Services.
• Working knowledge of Microsoft Windows, Microsoft SQL Server, networking fundamentals and structured troubleshooting methods.
• Strong analytical and problem-solving skills, with the ability to communicate technical information clearly to technical and non-technical audiences.
• Availability to participate in a scheduled weekend on-call rotation.

Responsibilities

• Monitor and support production applications, investigate incidents and restore service within agreed timelines.
• Troubleshoot issues across Microsoft Windows, Microsoft SQL Server, networks and cloud-hosted environments.
• Investigate production incidents, identify root causes and contribute to effective, lasting solutions.
• Support application releases, reliability improvements and migration work for services moving to Amazon Web Services.
• Participate in a scheduled weekend on-call rotation to support application availability.

Skills

Production support

AWS

Incident management

On-call rotation

Communication

Tools

AWS

Microsoft Windows

Microsoft SQL Server

Networking

Job description

Job Description

Every transaction tells a story. Every innovation creates new possibilities. At FIS, we build the technology that helps businesses and communities thrive. Join us and be part of a team that embraces curiosity, values diverse perspectives and turns ideas into action.

Role location: Hybrid (three days in-office, two days virtual)

Shift: Sydney Australia Business Hours - 6:00AM to 3:00PM PHT with on call responsibilities

About the role

As a Production Support Analyst II, you will support live software applications used by financial institutions and help maintain stable, reliable production environments. You will investigate incidents, troubleshoot technical issues and work with internal teams to restore services. You will also support application releases and the transition of selected services to Amazon Web Services.

Your key responsibilities

• Monitor and support production applications, investigate incidents and restore service within agreed timelines.
• Troubleshoot issues across Microsoft Windows, Microsoft SQL Server, networks and cloud-hosted environments.
• Investigate production incidents, identify root causes and contribute to effective, lasting solutions.
• Support application releases, reliability improvements and migration work for services moving to Amazon Web Services.
• Participate in a scheduled weekend on-call rotation to support application availability.

What you bring

Required qualifications

• Three to four years of experience in production support, application support, customer service or technical support.
• Intermediate hands-on experience supporting and troubleshooting production applications hosted on Amazon Web Services.
• Working knowledge of Microsoft Windows, Microsoft SQL Server, networking fundamentals and structured troubleshooting methods.
• Strong analytical and problem-solving skills, with the ability to communicate technical information clearly to technical and non-technical audiences.
• Availability to participate in a scheduled weekend on-call rotation.

Preferred qualifications

• Experience supporting credit risk or financial risk management applications.
• Exposure to application migrations from on-premises or privately hosted environments to Amazon Web Services.

The impact you'll make

As a Production Support Analyst II, you will join a team that keeps important financial software available, secure and dependable. Your work will help reduce service disruption, improve operational stability and support the continued adoption of cloud technology. You will collaborate with colleagues across support, client service and delivery teams to create a consistent experience for the organizations that rely on these applications.

What we offer you

At FIS, you can learn, grow and make an impact in your career.

Ready to build what's next? At FIS, you'll have the opportunity to grow your career, contribute your ideas, and help create technology that powers the global economy.

Our benefits include:

• Opportunities to innovate in fintech
• Tools for personal and professional growth
• Internal career growth opportunities
• Inclusive and diverse work environment
• Resources to invest in your community

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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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