Production Support Analyst II – Incident & Reliability

FIS; United States; On-site; USD 56,000 - 96,000; Full time

Benefits offered by this job

Competitive salary and benefits

Inclusive, diverse work environment

Learning and development opportunities

Job summary

FIS is seeking an Analyst II, Production Support to help ensure the stability, availability, and performance of business-critical applications and services. You will investigate production issues, perform root cause analysis, and collaborate with engineering and business teams to restore service quickly.

Your work will contribute to operational excellence, client satisfaction, and ongoing service improvements, with an emphasis on incident resolution, documentation, and adherence to regulatory

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.

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

Production support

Troubleshooting

Incident management

Documentation

Communication

Cross-functional collaboration

Education

Bachelor's degree in information technology / CS / engineering or equivalent

Tools

Monitoring tools

Ticketing systems

Incident management tools

Job description

FIS is seeking an Analyst II, Production Support to help ensure the stability, availability, and performance of business-critical applications and services. You will investigate production issues, perform root cause analysis, and collaborate with engineering and business teams to restore service quickly.

Your work will contribute to operational excellence, client satisfaction, and ongoing service improvements, with an emphasis on incident resolution, documentation, and adherence to regulatory