Production Support Engineer

Amount; Chicago (IL); On-site; USD 63,000 - 73,000; Full time

Job summary

Amount is seeking a talented Incident Manager to enhance incident response and management processes in Chicago, Illinois. The ideal candidate will have a technical background, strong leadership skills, and the ability to navigate complex environments. Responsibilities include problem-solving, managing incidents, and collaborating with cross-functional teams.

The role is hybrid, requiring on-site presence three days a week. Salary ranges between $63,000 and $73,000, with an emphasis on maintaining service quality and performance metrics.

Qualifications

• Technical and/or engineering background with SQL experience.
• 2 years of experience in incident coordination and execution.
• Experience in a fast-paced development environment.

Responsibilities

• Deep dive into issues through data analysis and problem-solving.
• Prioritize and triage incoming requests/issues.
• Lead incident resolution conversations and oversee technical bridge.

Skills

SQL queries

Incident management

Leadership under pressure

Communication

Collaboration with stakeholders

Tools

Confluence

Jira

PagerDuty

Sentry

Kibana

Job description

FIS® Amount™ provides a unified digital origination and decisioning platform that helps financial institutions meet the moment. Designed to scale with banks and credit unions at any stage of their digital journey, FIS® Amount™ delivers a seamless, digital-first experience—streamlining everything from loan origination to deposit account opening. With built-in fraud orchestration and risk management, FIS® Amount™ enables financial institutions to control risk across any product while optimizing performance and enhancing security. Our flexible, modular platform is backed by enterprise-grade infrastructure and compliance, allowing institutions to launch new offerings in months, not years. Learn more at www.fisglobal.com.

Team

This role interacts with nearly every group within the organization, including engineering, product, QA, customer success and others.

Salary

$63,000–$73,000 base salary

Similar Job Titles

Production Support, Production Support Analyst, Incident Manager, Incident Coordinator, IT Major Incident Manager, Application Support Engineer, Support Engineer

Responsibilities

• Technical ability to deep dive into issues by querying tables, analyzing data and problem-solving
• Prioritization and triage of incoming requests/issues
• Drive incident resolution and lead conversations with cross‑functional groups. Ask the right questions to help determine impact/priority and the correct route for resolution. Oversee a technical bridge, if required.
• Management of all incidents through the incident management lifecycle
• Documentation of all relevant events, getting status reports while driving decision‑making and resolution
• Ensure stakeholders are updated according to predefined service level agreements
• Completion and ownership of the postmortem with appropriate root cause analysis performed
• Improvement suggestions to capture preventative measures that will avoid recurrences of incidents
• Investigate patterns that indicate larger overall issues, even if we don’t have the solution.
• Compilation of metrics on a weekly and monthly basis. Maintain dashboards for service incidents and ad hoc reporting as requested
• Play an active role during critical incidents which may occur outside of normal business hours. Nights, weekends, and holidays on an on‑call rotation basis is a must
• Creation of runbooks or standard operating procedures (SOP) so we can all learn from each other and add to our knowledge base

Qualifications

• Technical and/or engineering background, ideally with experience writing SQL queries
• Experience working with development teams in a fast‑paced environment
• Basic knowledge or interest of any programming language such as Java, Python or Ruby
• 2 years of experience coordinating and executing major incidents, with demonstrated capacity to lead under pressure
• Previously collaborated with a wide spectrum of internal and external stakeholders
• Worked in an organization with a complex business environment
• Leadership skills with the ability to make quick decisions
• Familiar with ITSM/ITIL concepts
• You thrive being a self‑starter, who can lead others during stressful situations
• Familiar with tools such as Confluence, Jira, and on‑call management software such as PagerDuty and experience with error monitoring software (Sentry, Kibana)

Note

• Most positions are hybrid (3 days onsite) in our FIS Office locations in Chicago (Illinois), Milwaukee (Wisconsin), Atlanta (Georgia) and Jacksonville (Florida).
• Current and future sponsorship not available for this position

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.