Analyst II, Production Support

Fidelity Information Services, LLC; Chicago (IL); On-site; USD 62,000 - 105,000; Full time

Job summary

Fidelity Information Services, LLC is seeking an Analyst II, Production Support for our Chicago-area operations. This full-time role on 3rd shift focuses on ensuring the stability and performance of critical applications and services.

You will investigate production issues, perform root-cause analysis, and work with engineering, infrastructure, and business teams to restore service and prevent recurrence. You will monitor performance, troubleshoot incidents, analyze logs, and coordinate timely

Qualifications

• Experience supporting business-critical applications, systems, or technology platforms.
• Strong troubleshooting and problem-solving across software, application, or infrastructure environments.
• Ability to analyze system behavior, logs, alerts, and operational data.
• Experience managing incidents and prioritizing work in a fast-paced environment.
• Knowledge of ITIL, service management, or operational support frameworks.
• Strong communication and collaboration with technical and non-technical stakeholders.
• Ability to document processes, issues, and solutions effectively.

Responsibilities

• Monitor application and system performance to identify and address production issues.
• Investigate incidents, troubleshoot technical problems, and coordinate timely resolution efforts.
• Analyze application logs, system alerts, and operational data to determine root causes.
• Partner with engineering, infrastructure, and business teams to resolve complex production challenges.
• Execute operational procedures, maintenance activities, and production support tasks.
• Document incidents, resolutions, and support processes to improve knowledge sharing.
• Support change, release, and deployment activities while minimizing operational risk.
• Identify recurring issues and recommend process, automation, or system improvements.
• Track service metrics and contribute to continuous improvement initiatives.
• Ensure compliance with operational, security, and regulatory requirements.

Skills

Troubleshooting

Incident management

Documentation

Communication

Problem solving

Root cause analysis

Education

Bachelor's degree in IT/CS/Engineering

Tools

Monitoring tools

Automation tools

Ticketing systems

DevOps tools

Job description

Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

Job Description

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?

This is Shift work - 3rd Shift.

About the Role

As an Analyst II, Production Support, you will help ensure the stability, availability, and performance of business-critical applications and technology services. You will investigate production issues, perform root cause analysis, and collaborate with technical and business teams to restore service quickly and prevent recurrence. Your work will directly contribute to operational excellence, client satisfaction, and continuous service improvement. Success in this role is measured through effective incident resolution, system reliability, and proactive support practices.

What You Will Be Doing

• Monitor application and system performance to identify and address production issues.
• Investigate incidents, troubleshoot technical problems, and coordinate timely resolution efforts.
• Analyze application logs, system alerts, and operational data to determine root causes.
• Partner with engineering, infrastructure, and business teams to resolve complex production challenges.
• Execute operational procedures, maintenance activities, and production support tasks.
• Document incidents, resolutions, and support processes to improve knowledge sharing.
• Support change, release, and deployment activities while minimizing operational risk.
• Identify recurring issues and recommend process, automation, or system improvements.
• Track service metrics and contribute to continuous improvement initiatives.
• Ensure compliance with operational, security, and regulatory requirements.

Required Qualifications

• Experience supporting business-critical applications, systems, or technology platforms.
• Strong troubleshooting and problem-solving skills across software, application, or infrastructure environments.
• Ability to analyze system behavior, logs, alerts, and operational data.
• Experience managing incidents and prioritizing work in a fast-paced environment.
• Knowledge of application support, production operations, and service management principles.
• Strong communication and collaboration skills with technical and non-technical stakeholders.
• Ability to document processes, issues, and solutions effectively.
• Bachelor's degree in information technology, computer science, engineering, or a skills-based equivalent.

Preferred Qualifications

• Experience working within financial services, fintech, or highly regulated environments.
• Knowledge of ITIL, service management, or operational support frameworks.
• Familiarity with monitoring, automation, ticketing, and incident management tools.
• Experience supporting cloud-based, distributed, or enterprise-scale applications.
• Exposure to scripting, automation, or DevOps practices.

What We Offer you

At FIS, you can grow your career as far as you want to take it. Here's what else we offer:

• 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

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $61,940.00 - $105,310.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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.