- Microsoft Office
A Great Place to Work
Last year, we transformed the P2P payments industry with Zelle. 247-million transactions and $75-billion later, consumers love us as much as our amazing team of talented people. Come join the most INNOVATIVE FinTech company in Arizona.
This position manages and directs resolution of all requests or issues that the 24x7 Operations and Systems Engineering staff must address and support during a 12 hour shift. All production systems are monitored and supported by the Technical Process Specialists who perform first level staff support for Help Desk functions. Additionally, the Tech Ops Systems Engineers provide second and third level trouble shooting and resolution of systems, applications and services. This Shift Manager ensures that all requests, issues, and incidents are handled according to Early Warning Policy, following all SLA timings and Incident Management requirements. This role is critical to ensuring prioritization of actions to achieve excellent customer service and to perform skilled oversight of any type of escalated incident.
Provide guidance through matrixed reporting of all Technology Operations staff (Operators and Engineers) working on their assigned shift. This includes training, guidance, performance appraisal input, and overall skills development to ensure department objectives and SLAs are met.
Responsible for ensuring shift staff are accurately monitoring all production systems. This includes the evaluation of alerts that indicate system health issues and taking proactive measures to avoid a high severity incident where possible.
During the assigned shift, review and track all service desk tickets to ensure proper urgency classifications, appropriate level of detail in each ticket, and accurate assignment of owners.
Stay informed regarding new code implementations or functionality changes in all products ensuring that support processes are validated for accuracy based on new information obtained.
Work closely with Delivery to determine and implement any operational support changes that must be validated, documented, and published before new code deployment to production.
Work closely with IT Infrastructure teams to stay fully informed regarding planned maintenance or upgrades. Use that information to correlate potential system/network health alert issues so they can be addressed immediately.
Create new, and maintain existing, operational procedures to conform to audit requirements that ensure all staff has the most recent instructions and will ensure accurate production support.
Provide metrics for production systems and issue tracking, using appropriate tools, which may include database interface via ad hoc queries, or existing system reports. Make recommendations for improvements to reduce manual processes based on the metrics.
Control and direct all escalation processes ensuring that staff are following company policy to safeguard against any missed SLAs, customer notification delays, or customer service complaints.
Participate and coordinate in Tech Ops activities in annual Disaster Recovery functional drills, full scale tests and failovers.
Analyze complex business problems, recommend solutions, resolve operational or systems issues.
Support the company’s commitment to protect the integrity and confidentiality of systems and data.
Minimum Required Qualifications
Education and experience typically obtained through completion of a Bachelor’s Degree in Computer Science, Engineering or a related subject
Three or more years management or leadership experience leading a team of IT professionals
Proven experience with multi-platform corporate/enterprise environments including with Unix, Linux, Windows, Virtualization and databases such as SQL or Oracle
Strong historical ability to research, troubleshoot, and quickly identify and resolve highly technical and complex system and application issues
Operational experience with a multi-domain Active Directory/LDAP environment
Experience utilizing and support MS Office applications including Visio
Effective written and verbal communication skills
Strong attention to detail, accuracy, and policy compliance
Background and drug screen.
Any related training or certifications (MCSE, MCSA, MCP, LPIC-1|2, RHCSA, CompTIA etc)
Experience with VMware (or Hyper-V) virtualization and containerization
Experience with monitoring systems (e.g., Zabbix, AppDynamics, Splunk, IBM Control Center)
Experience with process automation software (e.g., Chef, Stonebranch)
Experience with Big Data (e.g. Hadoop, Cloudera)
Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.
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.
Early Warning is an equal opportunity employer that takes affirmative action to employ, and advance in employment, qualified minorities, women, individuals with disabilities and covered veterans.