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Network Operations Center (Noc) Analyst Ii

Company

Early Warning Services
Address , Scottsdale, 85260, Az
Employment type FULL_TIME
Salary
Expires 2023-06-18
Posted at 1 year ago
Job Description
Come build the next-gen fintech at Early Warning, network operator of Zelle®, where we’re relentlessly focused on empowering prosperity in all its forms.
From fast money movement for over 100 million people who can access Zelle® directly through their banking app to new account opening and beyond – we make a difference in the lives of consumers and businesses every day and enable them to live their best financial lives. And we’re only getting started.
With new state-of the-art offices in Scottsdale, AZ (Headquarters) and Chicago, IL – plus a growing presence in San Francisco – we’re entering our next big chapter. We focus all hiring efforts in a few states and within driving distance of an office location to enable in-person collaboration when and where possible. Priority hiring locations are Scottsdale, AZ, Illinois, NY tri-state metro area (New Jersey, New York and Connecticut) and San Francisco, CA. On exception we will hire in secondary locations such as District of Columbia, Florida, Georgia, Maryland, Nevada, North Carolina, South Carolina, Texas and Virginia. We are not actively recruiting in Colorado, Rhode Island or Washington.

People matter to us, so we think our best work is done when we’re together, in-person. From informal interactions, to sharing ideas, to mentoring and beyond. We also believe in workplace flexibility and empowering teams to determine the rhythm of work to create an inclusive culture. Through the power of innovative collaboration, we offer hybrid and (when necessary) virtual (“remote”) workplace models.

Join us and make your mark on what’s next in fintech.
  • Applicants must be authorized to work for any employer in the United States. We are unable to sponsor an employment Visa for this position.
Overall Purpose
This position provides production application, system, and network support, oversees file processing, and ensures processing jobs are completed as scheduled.
This position also monitors system, and network environmental performance and provides initial triage, troubleshooting and user support (via phone, email, or internal ticketing system).
The Production Assurance and Resiliency - Operations Team supports a 24/7 operation.
Essential Functions
Customer Support:
  • Assists in development of self-service tools, by providing accurate categorization, prioritization of all customers contacts via our Customer Relationship Management tool (CRM).
  • Provide support to internal and external customers, researching and resolving issues according to documented procedures and escalating to appropriate on-call staff as needed.
Monitoring and Process Control:
  • Monitor all systems, network, and applications components for operational stability.
  • Troubleshoot unsuccessful or missing file deliveries according to approved processes.
  • Monitor all production applications, and internal systems: to ensure the delivery of all input, and output files is successfully.
  • Responsible for identifying and tracking gaps in operational analytics protocols to assist in the creation of automated, and practical solutions.
Incident Management:
  • Identify and report system, application and network issues ensuring all events are entered into the ticket tracking application.
  • Perform triage and troubleshooting, and appropriately escalate incidents that cannot be resolved.
  • Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data
  • Providing clear and concise communication, documentation, and severity trending.
  • Track and monitor escalated issues to ensure proper and timely resolution.
Knowledge Management:
  • Create and maintain documentation of operational processes to conform to audit requirements.
  • Thoroughly document all support events in a workflow ticketing system in a timely manner ensuring that subsequent review of any incident is effective for knowledge base utilization
Minimum Qualifications
  • Ability to multi-task, prioritize and manage time effectively.
  • Team-oriented and collaborative.
  • Ability to research and resolve basic and intermediate technical issues.
  • Experience with Microsoft Office applications.
  • Knowledge of Windows, Linux, IBM Mainframe operating systems.
  • High school diploma.
  • Background and drug screen
  • Must be able to work different schedules, including nights and weekends.
  • Attention to detail, accuracy, policy compliance, and ability to follow documented processes and procedures.
  • Minimum of 2 years relevant work experience
  • Effective written and verbal communication skills. Excellent customer service and ability to communicate clearly and professionally under pressure in a fast-paced environment.
Preferred Qualifications
  • Experience supporting batch and real-time payment applications and an ability to relate business needs to system capability
  • Education and experience typically obtained through completion of a bachelor's degree in Information Systems or related field
  • Prior experience working in computer operations, application support or customer support role.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.
Schedule/Shifts
  • Shift 3A: TUE – FRI 10:00PM – 8:00AM
  • Shift 1B: FRI – MON 7:00AM – 5:00PM
  • Shift 2B: FRI – MON 4:00PM – 2:00AM
  • Shift 1A: TUE – FRI 7:00AM – 5:00PM
  • Shift 2A: TUE – FRI 4:00PM – 2:00AM
  • Shift 3B: FRI – MON 10:00PM – 8:00AM
Physical Requirements
Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.
Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.
Some of the Ways We Prioritize Your Health and Happiness
  • Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
  • Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.
  • 12 weeks of Paid Parental Leave
  • 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 5% deferral immediately upon eligibility.
  • Paid Time Off – Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays
And SO much more! We continue to enhance our program, so be sure to
check our Benefits page here
for the latest.
  • Unlimited Time Off available to regular, full-time exempt roles only. Our team can share more during the interview process!
Early Warning Services is an Equal Opportunity employer. All qualified applicants and employees will receive consideration for employment without regard to race, color, religion, religious creed, ethnicity, ancestry, national origin, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, citizenship, ancestry, disability, veteran status, genetic information or any other characteristic protected by law.