Senior Product Support Engineer

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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)

What this job involves:

About the role

#JLLTechAmbitions

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 86000 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 managerto 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 T1 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 7000 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

• Support Dev UAT and Production environments under the direction of Engineering and FinOps leadership

• Act as the operational point of contact for FinOps/Ops ensuring clean handoffs between Engineering FinOps and Ops

Sounds like you To apply you need to be:

Experience & Education

• Experience in production/application support for cloud-hosted event-driven systems (ideally AWS)

• Working knowledge of AWS services: Lambda SQS/DLQ EventBridge S3 Aurora Postgres (or equivalent RDBMS) API Gateway

• Understanding of or willingness to learn PeopleSoft billing/invoicing concepts (temp/proforma invoices HSN codes GST/tax codes address sequence codes) training will be provided via the SOP repository

Technical Skills & Competencies

• Familiarity with observability tooling Datadog and/or CloudWatch (dashboards alarms log search)

• Comfortable reading structured logs/JSON payloads to triage failures (SQL for Aurora queries a plus)

• Familiarity with Microsoft 365 / SharePoint / Graph API-based workflows is a plus

• Exposure to AI/LLM-based or agentic systems (e.g. Amazon Bedrock AgentCore) is a plus but not required

• Strong incident-management discipline: clear triage timely escalation and clean handoffs

• Comfortable working across Engineering FinOps and Ops stakeholders in a global (APAC/EMEA) support model

• Ability to identify risks and issues and propose solutions effectively

• Self-starter able to execute with minimal supervision; ability to work autonomously but as a team contributor

• Excellent verbal and written communication skills

What success looks like:

• Alerts acknowledged and triaged within agreed response windows

• Exceptions correctly routed (Engineering vs. FinOps) with minimal back-and-forth

• T1 SLA breaches identified early and escalated proactively not discovered after the fact

• No incidents of stale/incorrect financial data being served without detection

• Clean actionable input into Engineering/FinOps on recurring failure patterns

What we can do for you:

Youll join an entrepreneurial inclusive culture. One where we succeed together across the desk and around the globe. Where like-minded people work naturally together to achieve great things.

Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career recognition well-being benefits and pay.

Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you

Apply today!

Note: Content is derived from the solutions Consolidated Design Record (CDR) architecture NFRs tools and process flow. Compensation reporting line location/shift requirements and exact SLA response-time targets are not specified in the source document and should be added by the hiring manager/HR before posting.

Location:

Scheduled Weekly Hours:

If this job description resonates with you we encourage you to apply even if you dont meet all of the requirements. Were interested in getting to know you and what you bring to the table!

At JLL we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities we analyze your application for relevant skills experiences and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role yourepursuing.

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