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Lead IT Operations Specialist (Payments Production Support)
Discover Financial Services - Riverwoods, IL
posted 2 months ago
About the position
The Lead IT Operations Specialist is a senior role within IT Support, focusing on managing multiple systems and tools related to Payment Services at Discover Financial Services. This position involves providing technical direction, training junior team members, and managing risk and customer-impacting issues. The role offers opportunities for career progression and exposure to critical applications and business teams, enabling team members to develop subject matter expertise and grow within the organization.
Responsibilities
- Provide 24x7 On-call support (rotation)
- Own and maintain disaster recovery/business continuity plans
- Participate in strategic technology decisions and act as a subject matter expert in operational readiness
- Proactively identify and mitigate issues based on experience with mission-critical technologies
- Coach technology and business communities and provide ongoing training related to systems and operational readiness
- Ensure end-to-end ownership of production systems quality, availability, and stability through proper change and incident management
- Create and maintain technical documentation
- Develop and implement operational processes
- Act as a liaison between technology and business teams
- Provide technical leadership to the team and serve as a subject matter expert on key systems and management tools
- Provide operational requirements to BT teams
- Participate in product design and system selection
- Mentor other team members
- Collaborate with business and BT partners to meet internal and external customer needs
- Work with business partners, operations, product/applications teams, and project managers to develop processes and procedures for operational readiness.
Requirements
- Associate's Degree in Computer Science or related field
- 4+ years of experience in IT Computer Operations, IT Customer Service, or related
- In lieu of educational experience, 6+ years of experience in IT Computer Operations, IT Customer Service, or related
- Strong communication skills, both verbal and written
- Experience with monitoring, alerting, analyzing, and troubleshooting large-scale distributed systems
Nice-to-haves
- Bachelor's degree in Computer Science or related
- 6+ years of experience in IT Computer Operations, IT Customer Service, or related
- ITIL certification
- Experience with SharePoint and LucidChart
- Experience with ServiceNow, Moogsoft, Tableau, Datadog, Grafana, and Splunk
- Unix and Bash scripting knowledge
- Self-motivated, team motivator, and team leader
Benefits
- Commuter assistance
- Paid parental leave
- Health savings account
- AD&D insurance
- Employee stock purchase plan
- Disability insurance
- Health insurance
- Dental insurance
- Tuition reimbursement
- Paid time off
- Vision insurance
