Production Support EFRM (L3 Support)

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?

About the Role

You will provide Level 3 production support for an Enterprise Fraud Risk Management platform supporting critical banking and payment operations. In this role, you will ensure platform stability, resolve complex incidents, drive root cause analysis, and support application enhancements and upgrades. You will work closely with clients, business stakeholders, and technical teams to maintain service excellence and regulatory compliance. Success is measured through system availability, incident resolution effectiveness, continuous improvement, and client satisfaction.

What You Will Be Doing

• Resolve complex application incidents and service requests within agreed service level objectives.
• Perform advanced troubleshooting across fraud management applications, databases, middleware, and infrastructure components.
• Conduct root cause analysis and implement permanent corrective actions to prevent recurring issues.
• Collaborate with L1 and L2 support teams to accelerate issue resolution and knowledge sharing.
• Manage client communications, incident updates, escalations, and resolution reporting.
• Support application version upgrades, migrations, and release activities while minimizing operational risk.
• Execute SQL and database queries to investigate issues, validate data, and support operational requirements.
• Perform SIT and UAT validation for incident fixes, enhancements, and change requests.
• Monitor application performance, identify trends, and recommend process automation and service improvements.
• Mentor support team members and contribute to operational excellence through documentation and training.

What you bring
• 6+ years of experience in application support, production support, or IT operations environments.
• 4+ years of experience supporting banking, payments, fraud detection, or risk management applications.
• Strong knowledge of incident, problem, and change management processes aligned with ITIL practices.
• Hands-on experience with SQL, Oracle, or other relational database technologies for troubleshooting and analysis.
• Strong expertise in Linux/Unix and Windows server administration and application support.
• Experience supporting application servers such as IIS, Tomcat, or similar technologies.
• Hands-on experience with XML scripting, REST APIs, JSON, ISO8583, and related integration technologies.
• Proficiency with Postman collections, variables, and pre/post-request scripts.
• Advanced Microsoft Excel skills including formulas, sorting, filtering, data analysis, and reporting.
• Experience managing client escalations and communicating effectively with technical and business stakeholders.
• Proven experience leading, mentoring, and supporting L1 and L2 support teams.

Preferred Qualifications

• Experience with Enterprise Fraud Risk Management platforms and fraud prevention solutions.
• Familiarity with payment processing systems, digital banking channels, and transaction monitoring platforms.
• Experience supporting high-availability, mission-critical banking applications.
• Knowledge of regulatory and compliance requirements applicable to banking and payments environments.
• Experience with automation, monitoring, and operational efficiency initiatives.
• ITIL certification or equivalent service management certification.

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

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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