About the position
At Apiture, our mission is to empower financial institutions to know and serve their clients with the care of a traditional community institution at the scale, speed, and efficiency required in today's digital world. With more than 300 clients throughout the U.S., we deliver comprehensive online and mobile solutions that support banks and credit unions, ranging from small community financial institutions to new, innovative direct banks. The Associate Command Center Representative will work in the on-site Apiture 'Command Center', providing monitoring of financial institutions' connection to their core and performing corrective actions if the connection goes down. This role is critical in ensuring that our clients maintain seamless connectivity and can serve their customers effectively. Training will be provided, and the work is closely tied to Standard Operating Procedures that detail how staff should respond to various situations. The schedule for this position is Sunday through Tuesday and every other Wednesday, from 8pm to 8am ET. This contract position is set to run from September 1, 2024, to December 31, 2024. While the primary locations are Wilmington, NC, and Austin, TX, we will also consider remote candidates based in the Eastern or Central Time zones for this role.
Responsibilities
- Monitor alerting tools (Salesforce, 'Big Brother' and designated internal messaging channel).
- Manually test connections that appear to be down.
- Restart servers and failed schedules.
- Respond to failed jobs and server alerts.
- Communicate externally with financial institutions.
- Communicate internally with members of the Customer Experience and Engineering teams.
- Escalate issues, as necessary.
- Document all work done in Salesforce.
- Report outstanding issues during any shift turnover meeting.
- Other functions as necessary.
Requirements
- Bachelor's degree preferred or commensurate industry experience.
- Experience working in a technical monitoring and support role with knowledge of servers functionality and connectivity issues.
- Knowledge of banking is a plus.
- Ability to work in a fast-paced environment where constant prioritization is essential.
- Strong written and verbal communication skills.
- Understanding of the basics of the software development life cycle.
