Production Operations Analyst III

At Early Warning, we've powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle, Paze, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

This position orchestrates and oversees BAU activities, 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.

• Provides first-line level 1 and level 2 support to internal and external customers, researching and resolving basic to advanced issues according to documented procedures and escalating to appropriate on-call staff as needed.
• Assists in development of self-service tools, by providing accurate categorization, prioritization of all customers contacts via our Customer Relationship Management tool (CRM).

• Monitor all production applications, and internal systems: to ensure the delivery of all input, and output files is successfully.
• Troubleshoot unsuccessful or missing file deliveries according to approved processes.
• Monitor all systems, network, and applications components for operational stability.
• Responsible for identifying and tracking gaps in operational analytics protocols to assist in the creation of automated, and practical solutions.
• Monitors and orchestrates the activities of all analysts on shift.
• Provides training and guidance to junior analysts.

• Identify and report system, application and network issues ensuring all events are entered into the ticket tracking application.
• Perform triage and troubleshooting, and appropriately elevate incidents that cannot be resolved.
• Track and monitor escalated issues to ensure proper and timely resolution.
• Providing clear and concise communication, documentation, and severity trending.

• 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.

• High school diploma.
• Minimum 4 years of relevant work experience or at least 2 years of Level II interal experience.
• Must be able to work different schedules, including nights and weekends.
• Extensive experience with Windows, Linux, IBM Mainframe operating systems.
• Extensive experience with Microsoft Office applications.
• Fundamental knowledge of systems and products.
• Mastery of Level I and II tasks.
• Ability to research and resolve basic to advanced technical issues.
• Advanced written and verbal communication skills.
• Excellent customer service and ability to communicate clearly and professionally under pressure in a fast-paced environment.
• Attention to detail, accuracy, policy compliance, and ability to follow documented processes and procedures.
• Ability to multi-task, prioritize and manage time effectively.
• Team-oriented and collaborative.

• Education and experience typically obtained through completion of a bachelor's degree in Information Systems or related field.
• Experience supporting batch and real-time payment applications and an ability to relate business needs to system capability.
• Prior experience working in computer operations, application support or customer support role.

The above job…