Production Operations Analyst - Payments

Job Description

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 team:

Join our Money Movement Hub team! We are looking for a detail-oriented and technically savvy Production Analyst. Our Money Movement Hub harmonizes payment operations by providing a single gateway to a full range of payment schemes. It exceeds customers’ growing expectations for efficient payments through a single point of integration, with always-on fraud protection in a pay-as-you-grow model.

About the role:

You will be on the front lines of production operations — monitoring payment processing systems, triaging and resolving incidents, building analytical reports, and ensuring the stability and integrity of real-time payment flows. The ideal candidate is a natural problem-solver who thrives on digging into data, loves getting to the root of an issue, and understands the urgency and precision required in financial technology environments. This role requires participation in an on-call rotation to support 24/7 production operations. 

What you'll be doing:

Production Monitoring & Alerting 

• Monitor real-time payment processing systems (RTP, FedNow, ACH, Wires) across production environments using tools such as Dynatrace, Splunk, or CloudWatch 
• Manage and tune alerting thresholds to reduce noise while ensuring critical events are captured and escalated appropriately 
• Maintain dashboards and observability tools that provide actionable visibility into system health, transaction throughput, and error rates 
• Proactively identify anomalies, performance degradations, and transaction failures before they escalate into customer-impacting incidents 

Incident Response & Issue Resolution 

• Serve as a first responder for production incidents — triage, investigate, and coordinate resolution in a timely manner 
• Perform deep-dive root cause analysis on production issues, leveraging log data, transaction traces, and system metrics 
• Document incident timelines, findings, and corrective actions in ServiceNow or Jira; participate in post-incident reviews 
• Participate in the on-call rotation to provide after-hours support for production payment systems 
• Escalate complex technical issues to engineering and DevOps teams with thorough analysis and context to accelerate resolution 

Reporting & Analytics 

• Build and maintain operational reports covering payment volumes, success/failure rates, SLA adherence, and system availability 
• Analyze transaction data and operational trends to identify patterns, risks, and opportunities for improvement 
• Prepare and deliver clear, concise reporting for operational and leadership audiences on a recurring basis 
• Contribute to monthly and quarterly operational reviews with data-driven insights 

Process & Documentation 

• Create and maintain runbooks, escalation procedures, and standard operating procedures for production monitoring and incident response 
• Collaborate with DevOps, engineering, and application teams to improve monitoring coverage and alert quality 
• Support change management activities by monitoring production environments during deployments and change windows 

What you bring:

• 3+ years of experience in a production operations, systems analyst, or technical analyst role 
• Hands-on experience with monitoring and alerting platforms (e.g., Dynatrace, Splunk, Datadog, Grafana, CloudWatch, or equivalent) 
• Experience working with financial technology systems — preferably involving one or more of: RTP, FedNow, ACH, or Wire transfers 
• Strong analytical mindset with a demonstrated ability to investigate and resolve complex production issues through