Position Overview
FIS is seeking an Intermediate Technical Support / Operations Specialist to join our team. In this role, you will be an individual contributor responsible for delivering day-to-day objectives that significantly influence team outcomes. You will work independently on moderately complex projects or assignments, assessing data and circumstances to make informed decisions, adapting to changes in policies or procedures, and proposing solutions that may require managerial input.
As a key resource for technical guidance, you will operate with autonomy under broad supervision. Communication spans across departments and occasionally with external contacts, requiring a strong understanding of operational procedures within the functional area.
Key Responsibilities
•Incident Response & Readiness: Develop and enhance incident response plans, ensuring readiness for critical situations and minimizing the impact of production incidents.
•Continuous Improvement: Identify and implement opportunities for continuous improvement through automation.
•Disaster Recovery: Contribute to the development and execution of advanced disaster recovery plans to ensure business continuity during system outages or catastrophic incidents.
•End-User Support: Provide timely and effective technical solutions to end-users to ensure a consistent and positive experience.
•Root Cause Analysis (RCA): Conduct in-depth root cause analyses for major incidents, identifying trends and patterns to proactively address systemic issues and improve production system stability.
•Performance Optimization: Collaborate with development and infrastructure teams to implement system performance improvements.
•Team Training & Mentorship: Design and deliver training sessions for team members focusing on in-depth technical topics, advanced troubleshooting techniques, and best practices.
•Incident Reporting & Stakeholder Communication: Prepare and deliver advanced incident reports and updates, communicating incident details, resolutions, and preventive measures to stakeholders.
•Security & Vulnerability Management: Collaborate with security teams to address advanced security vulnerabilities and actively participate in security incident response.
Qualifications & Requirements
•Experience: Typically requires 4–6 years of relevant work experience in technical support, systems operations, or incident management.
•Education: Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience.
•Core Competencies: Strong understanding of operational procedures within the functional area. Demonstrated ability to work independently on moderately complex assignments with minimal supervision. Proven experience conducting root cause analysis and implementing automation for operational efficiency. Strong cross-departmental communication and technical documentation skills.
Pay Transparency
FIS is committed to pay transparency and equity. The expected base pay range for this position is determined based on market location, job-related knowledge, skills, and experience. In addition to base pay, FIS offers a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) matching, paid time off, and competitive incentive programs.
