About the role

You will investigate and resolve complex production issues across application and infrastructure layers for an AI-enabled banking platform. This role involves direct customer engagement, real-time incident resolution, and the continuous improvement of system reliability through observability and AI-driven insights.

What they look for

Kubernetes Linux Troubleshooting Observability Cloud platforms Networking APIs Incident management AI-driven insights Infrastructure-as-code Terraform Helm ArgoCD Prometheus Grafana Splunk

Requirements

Candidates must have 8 to 15 years of hands-on experience in production system troubleshooting and containerized environments. A solid understanding of Linux, networking, and distributed systems is required, along with the ability to work in 24/7 rotational shifts.

Benefits

Competitive salary Professional learning opportunities Inclusive work environment Community engagement resources

Full description

Senior Enterprise Platform Support Engineer – AI & Cloud

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 support a next-generation, AI-enabled banking platform used by Tier-1 financial institutions. This is a hands-on, customer-facing role focused on diagnosing, troubleshooting, and resolving complex production issues across application and infrastructure layers. You will connect system behaviour, observability data, and customer impact to drive root cause resolution. Success is measured by speed, accuracy, and customer trust during critical incidents.

What You Will Be Doing

Investigate and resolve complex production issues across application, platform, and infrastructure layers
Analyze logs, metrics, traces, and alerts to identify root causes and system correlations
Troubleshoot Kubernetes environments, including pods, services, deployments, and networking
Engage directly with enterprise customers to diagnose and resolve incidents in real time
Communicate technical findings clearly to both technical and non-technical stakeholders
Use observability tools to monitor system health and investigate anomalies
Leverage AI-driven insights for incident detection, root cause analysis, and remediation validation
Improve runbooks, dashboards, alerts, and support processes based on recurring issues
Support cloud, hybrid, and customer-hosted platform environments
Collaborate with engineering and product teams to drive long-term reliability improvements

Will be working in 24/7 Rotational shifts

Required Qualifications

8 to 15 years of strong hands-on experience troubleshooting production or customer-facing systems
Practical experience with Kubernetes and containerized environments
Ability to interpret logs, metrics, traces, and alerts across distributed systems
Solid understanding of Linux, networking fundamentals, APIs, and service architectures
Proven experience in a customer-facing technical support or escalation role
Strong problem-solving skills with a structured, analytical approach
Clear communication skills for diverse stakeholder audiences
Experience using or integrating AI tools or large language models in technical workflows

Preferred Qualifications

Experience supporting SaaS platforms, banking systems, fintech, or regulated environments
Familiarity with cloud platforms such as AWS, Azure, or Google Cloud
Exposure to infrastructure-as-code and deployment tools such as Terraform or Helm
Knowledge of continuous delivery tools such as ArgoCD or Flux
Experience working with streaming platforms or distributed data systems
Familiarity with enterprise monitoring tools such as Prometheus, Grafana, Splunk, or Datadog

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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