Sr Product Support Engineer

Job highlights

• Global Bill-to-Cash Operations - JLL Technology Centre of Expertise (location / shift TBD) .
• Ensure no financial content is inadvertently routed outside approved channels (e.g.,confirming Datadog exports remain metrics / logs/traces only,per data classification requirements under Policy 27)

Job Summary

Senior Product Support Engineer

PeopleSoft Billing Agent (Bill-to-Cash Agentic Platform)

Global Bill-to-Cash Operations - JLL Technology Centre of Expertise (location/shift TBD)

The Bill-to-Cash (B2C) Agent automates Phase 2 of the IFM APAC (GGN India) billing process - ingesting client billing templates emailed by CFMs, analyzing and decomposing them into invoice groups, validating each group against SOP and PeopleSoft business rules, and raising temp/proforma invoices in PeopleSoft. It replaces a manual and RPA-based process (currently ~48-hour turnaround time, 86,000+ transactions per year across 500+ client accounts) with an event-driven, multi-agent pipeline hosted on AWS (Strands Graph on Amazon Bedrock AgentCore Runtime), integrating with M365/SharePoint, PeopleSoft (via APIM), Datadog, and Power BI.

JLL is seeking a Product Support manager to own day-to-day operational support of this platform across non-production and production environments - monitoring pipeline health, triaging failures and exceptions, coordinating fixes with Engineering, and acting as the operational point of contact for FinOps and Ops. Communication is key: this role requires clear triage, timely escalation, and clean handoffs across Engineering, FinOps, and Ops stakeholders in a global (APAC/EMEA) support model.

Responsibilities

Monitoring Alerting

• Monitor pipeline health using Datadog (APM, metrics, logs) and CloudWatch (native AWS monitoring, GenAI Observability) across all pipeline components - API Gateway, Lambdas, EventBridge, SQS, AgentCore Runtime, Aurora Postgres
• Respond to CloudWatch alarms and Datadog alerts on node, tool, or component failures within defined response times
• Track AWS Bedrock LLM cost and usage against budget alerts

Incident Exception Handling

• Triage pipeline exceptions using the handoff CSV (per-invoice-group pass/fail status, failing node, failing rule) and the linked SharePoint SR folder
• Distinguish between transient/infrastructure failures (retry, escalate to Engineering) and business-rule/data failures (route to FinOps per the restart, not resume model - corrected templates re-enter as a new SR)
• Monitor the SQS Dead-Letter Queue and work with Engineering to identify and resolve stuck or failed messages
• Ensure success, partial-success, and exception notifications (via SendGrid) are reaching FinOps as expected

SLA Throughput Management

• Track adherence to the T+1 business-day SLA for temp invoice creation from successful receipt of the billing template
• Use the Power BI Ops dashboard (sourced from Aurora via EDP Sync) to monitor throughput, latency, and exception volume, escalating any degradation trends
• Monitor for month-end volume peaks (steady-state ~7,000 invoice transactions/month) and flag scaling or capacity concerns

Data Reference Integrity

• Monitor the scheduled Refresh Lambda that mirrors SOPs/mappers (SharePoint S3) and PeopleSoft reference data (project config, addresses, tax codes, service types Aurora), and confirm refresh jobs complete successfully
• Escalate any signs of stale reference data being served, given the requirement that accrual checks always run live and the system must never silently serve stale or incorrect financial data
• Support root-cause investigation when reference data discrepancies (e.g., address resolution, tax code mismatches) drive validation failures

Environment Release Support

• Support Dev, UAT, and Production environments (all AWS us-east-1), including coordination of deployments via the standard dev-UAT-prod SDLC
• Verify IaC (Terraform)-provisioned resources are healthy post-deployment
• Participate in Snyk/Wiz security scan remediation coordination as needed

Audit Compliance Support

• Support FinOps and Engineering with queries against the append-only PipelineStepLog (Aurora) audit trail (input, output, confidence score, and status per pipeline event) for audit or investigation requests
• Ensure no financial content is inadvertently routed outside approved channels (e.g., confirming Datadog exports remain metrics/logs/traces only, per data classification requirements under Policy 27)

Continuous Improvement

• Feed recurring failure patterns (e.g., frequent validation rule breaches, template classification misses) back to Engineering and FinOps for SOP, mapper, or client-recipe updates
• Support AgentCore Evaluations by flagging live incidents that may indicate golden dataset gaps

Purpose of the Role

• Own day-to-day operational support of the billing agent pipeline: proactively monitor node/tool health, respond to alerts, and triage and resolve (or escalate) failures within SLA
• Ensure Ops and FinOps teams can rely on accurate, timely temp invoice creation

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.