Product Analyst II

Job Description

About FIS

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

Our Level 2 Production Support team ensures the stability and performance of key cloud-based applications. We’re a collaborative, fast-moving group that thrives on solving complex issues, managing incidents, and driving continuous improvement. With a strong focus on ownership, knowledge sharing, and stakeholder engagement, we keep systems running and users supported — 24/7.

What you will be doing

· Providing 24/7 Level 2 support for Java and ETL applications hosted on AWS, ensuring smooth and reliable operations.

· Leading incident response efforts, representing the support team during major calls and driving resolution through ITIL best practices. Represent L2 support team in major incident management calls.

· Collaborating across teams and vendors to troubleshoot issues, manage changes, and maintain SLA compliance.

· Creating and sharing knowledge, including training materials, documentation, and root cause analyses to support team learning and growth.

· Engaging with stakeholders to understand needs, manage expectations, and continuously improve support processes.

What you bring

· A bachelor’s degree in computer science or related education.

· 7+ years' experience in Production Support role, particularly in Retirement Planning and Wealth Management.

· Technical Troubleshooting: Strong problem-solving skills to diagnose and resolve issues in Java, ETL, and AWS-hosted applications.

· ITIL Framework Knowledge: Hands-on experience with Incident, Problem, and Change Management processes.

· Data mgmt.: Experience working with DB2 and writing SQLs, familiarity with tools such as DBeaver, DBVisualizer

· Cloud & Application Support: Familiarity with AWS services (e.g., EC2, Fargate, Lambda, S3, RDS, SQS, SNS) and supporting enterprise-level applications. Experience with Java, Springboot, AWS environment, Splunk, Cloud watch, Grafana, JSP, Servlet.

· Communication & Collaboration: Ability to work effectively with cross-functional teams, vendors, and stakeholders across geographies.

· Documentation & Knowledge Sharing: Skilled in creating root cause analyses, support documentation, and training materials.

Bonus if you have

· Experienced in providing Level 2 production support 24/7.

· Incident Management: Experience handling major incidents, driving resolution, and ensuring SLA compliance.

· Understanding of Retirement Planning and Wealth Management.

What we offer you

· Attractive benefits including private medical cover, dental cover, and travel insurance.

· A competitive salary and benefits.

· A broad range of professional education and personal development opportunities.

· Varied and challenging work to help you grow your technical skillset.

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.

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