Senior Enterprise Platform Support Engineer – AI & Cloud

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

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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