About this role
Job Description
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 & Equal Opportunity
Pay Transparency Statement
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.
Equal Employment Opportunity (EEO) Statement
FIS is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable local, state, or federal law.
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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