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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, 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
- 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