EFRM – Production Support L1

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the Role

As a Production Support Technician I, you will provide first-line application and operational support for Enterprise Fraud Risk Management (EFRM) solutions within the banking and payments domain. You will help ensure the stability, availability, and performance of critical fraud detection applications that support secure digital banking transactions. Success in this role is measured through timely incident resolution, effective monitoring, adherence to service levels, and collaboration with support teams and stakeholders to minimize business disruption. You will play a key role in supporting operational excellence, regulatory compliance, and continuous service improvement.

What You Will Be Doing

This position requires working from the client location in Kolkata and contributing to operational excellence in a highly regulated financial environment.

• Monitor application performance, system health, and scheduled jobs to ensure service availability.
• Provide first-level support for fraud management applications and banking payment platforms.
• Log, classify, prioritize, and track incidents and service requests through ticketing systems.
• Investigate alerts, review application logs, and escalate complex issues to higher support levels.
• Execute documented operational procedures and support audit and compliance requirements.
• Generate daily operational reports and deliver ad hoc reporting within agreed service levels.
• Support user acceptance testing activities and assist business users with application-related queries.
• Collaborate with infrastructure, application, OEM, and support teams to resolve service disruptions.
• Perform database queries and basic troubleshooting to identify operational issues and validate resolutions.
• Participate in disaster recovery exercises, system validations, and continuous improvement initiatives.

What you bring

• Bachelor’s degree in Computer Science, Information Technology, Electronics, Electrical Engineering, or a related technical discipline, or equivalent skills-based experience.
• 2+ years of overall technology experience with at least 1 year supporting banking, payments, fraud management, or financial applications.
• Experience in application support, IT operations, incident management, or production support environments.
• Strong knowledge of Microsoft Excel for operational reporting and data analysis.
• Working knowledge of SQL, Oracle, or other relational databases for query execution and troubleshooting.
• Basic scripting knowledge for operational automation and issue investigation.
• Understanding of ITIL practices including incident, problem, and change management.
• Knowledge of message formats and integrations such as ISO8583, REST APIs, JSON, and XML.
• Understanding of application servers such as IIS, Tomcat, or similar technologies.
• Basic networking knowledge and troubleshooting concepts.
• Strong communication, problem-solving, and stakeholder management skills.

Preferred Qualifications

• Experience supporting fraud detection, transaction monitoring, or enterprise fraud risk management platforms.
• Familiarity with banking payment ecosystems, transaction processing, and financial services operations.
• Exposure to monitoring tools, log analysis platforms, and service management applications.
• Knowledge of disaster recovery processes, audit support activities, and regulatory compliance requirements.
• ITIL Foundation certification or equivalent service management training.
• Experience working in a 24x7 production support environment.

What We Offer you

At FIS, we are as committed to growing our employees’ careers as our own business. We offer:

Opportunities to innovate in fintech

Inclusive and diverse team atmosphere

Professional and personal development

Resources to contribute 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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