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About the team and the role:

The Global Payments Operations Tech team is responsible for ensuring the stability, reliability, and scalability of the Payments 2.0 Platform. As a Production Support Analyst, you will work at the intersection of technology and operations, supporting critical Payments, Billing, Collections, and Finance systems. This role focuses on modernizing production support by using observability, automation, and operations enhanced with artificial intelligence. It helps improve system resiliency, speeds incident response, and lowers manual intervention. You will partner closely with engineering, operations, and business teams while serving as a key operational expert across financial systems and processes.

What you will accomplish:

Partner with multi-functional teams to define and improve the production support roadmap across Payments, Billing, Collections, and Finance platforms.
Lead production support activities, including incident response, escalation management, troubleshooting, and resolution coordination for business-critical systems.
Design and implement AI-powered automation solutions that improve monitoring capabilities, enable proactive issue detection, and reduce incident resolution times.
Build and maintain intelligent triage and auto-remediation workflows by integrating operational data sources, alerts, logs, and runbooks.
Drive improvements to platform observability, resiliency, and production stability through monitoring enhancements, process optimization, and automation initiatives.
Support production releases, system validations, month-end close activities, audits, and compliance requirements, including adherence to SOX IT controls.
Develop operational documentation, dashboards, and standard operating procedures while contributing to continuous improvement initiatives across the production environment.

What you will bring:

Experience supporting large-scale Payments, Billing, Financial Systems, or similar business-critical platforms.
Deep technical skills in UNIX/Linux environments, Python and Shell scripting, and SQL/NoSQL databases including Oracle PL/SQL and MongoDB.
Experience with workflow orchestration tools such as Apache Airflow and familiarity with data platforms including Data Warehousing, Hadoop, or other Big Data technologies.
Hands-on experience with observability and monitoring tools such as Grafana, Kibana, and Splunk, combined with strong analytical and troubleshooting capabilities.
Experience applying AI/ML and/or LLM-based solutions in production support environments, including monitoring, incident triage, root cause analysis, and automated resolution workflows.
Knowledge of leveraging LLMs for log analysis, incident investigation, knowledge retrieval, and operational automation; experience with AI-assisted operations tools is preferred.
Good communication, organizational, and documentation skills, with the ability to work effectively in a fast-paced global support environment. This role includes participation in an on-call rotation for weekend and off-hours production support and may require support for critical incidents, urgent escalations, and production releases.

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Additional Details

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

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Production Support Analyst

Job Description