Command Center Specialist I (Contract)

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Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation fintech company using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The Role:
This role involves the handling and resolution of escalated events, incidents, and problems across SoFi including production networks, systems and major applications; ensuring that all Incident Response policies and processes are well-executed; and working with developers and engineers to quickly restore unplanned SoFi service outages.
What you'll do:

• Work with Cloud Infrastructure Engineers and systems stakeholders to schedule and approve maintenance windows.
• Good understanding of IT infrastructure performance management concepts and practices
• Share responsibility with team members for inbound queue of tickets.
• Follow, execute, and maintain runbooks and Standard Operating Procedures to resolve application incidents and service requests used by the team
• Ensure IT service availability and performance goals and objectives, outlined in SLAs and OLAs are met on a consistent and continual basis
• Engage on-call engineers when necessary to resolve incidents and problems through tools such as OpsGenie, Jira Service Management and Slack.
• Follow and execute incident, problem, request, release, change, knowledge and continuous improvement processes
• Manage IT service events, incidents and problems escalated by the Production Operations team.
• Support problem management process to prevent recurring events and incidents
• Collaborate with Engineering, TechOps staff, suppliers, and stakeholders to prioritize resolution
• Navigate through monitoring dashboards such as Datadog, Rollbar, and Kibana to analyze application issues
• Participate in a rotating on-call schedule for urgent incident response.
• Develop knowledge and understanding of critical business processes and related application interactions.

What you'll need:

• Ability to work independently, be a self-starter and thrive in a team-oriented, fast-paced environment with ability to work on multiple deliverables
• Ability to effectively prioritize and execute tasks appropriately, on time and to a high standard
• Ability to correlate users’ or stakeholders’ concerns with a multitude of other metrics, events, alarms, and indicators.
• Good documentation skills in creating run-books, and follow run books created by others and execute actions necessary to fix the issue at hand
• Strong verbal and written communication skills.
• Strong problem-solving and analytical skills
• 2+ years of experience working in a Network Operations Center or Command Center environment
• Experience with ITSM tools (Jira software and Service management.)
• Knowledge on Front-end Performance. Understanding of page anatomy (waterfall, how browser works, browser caching, usage of browser dev tools, some best practices from front-end performance perspective)
• Demonstrate strong initiative, self-motivation, and commitment to the job
• Effective use of collaborative tools like Slack, Zoom and Confluence, Google Docs
• 2+ years of experience troubleshooting enterprise systems and networks
• Familiarity with Application Performance Management (APM) tools. Exposure in using DataDog is preferred
• 2+ years of experience working with 24X7 highly-available infrastructures including AWS, Kubernetes, Kafka, Rundeck, etc.
• Familiarity with Version Source Control (GIT)
• Experience in identifying the gaps in documentation and processes related to monitoring activities.
• Capability to draft root cause analysis (RCA) in a wiki such as Atlassian Confluence.

Compensation And Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.