Early Warning Services - Scottsdale, AZ
posted 3 months ago
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. This position provides production application, system, and network support, oversees file processing, and ensures processing jobs are completed as scheduled. The Production Assurance and Resiliency - Operations Team supports a 24/7 operation, which requires a dedicated individual to monitor system and network performance, provide initial triage, troubleshooting, and user support via phone, email, or internal ticketing system. The role involves providing support to both internal and external customers, researching and resolving issues according to documented procedures, and escalating to appropriate on-call staff as needed. You will assist in the development of self-service tools by accurately categorizing and prioritizing all customer contacts via our Customer Relationship Management tool (CRM). Monitoring all production applications and internal systems is crucial to ensure the successful delivery of all input and output files. You will troubleshoot unsuccessful or missing file deliveries according to approved processes and monitor all systems, network, and application components for operational stability. In addition, you will be responsible for identifying and tracking gaps in operational analytics protocols to assist in the creation of automated and practical solutions. Incident management is a key function of this role, where you will identify and report system, application, and network issues, ensuring all events are entered into the ticket tracking application. You will perform triage and troubleshooting, appropriately escalate incidents that cannot be resolved, and track and monitor escalated issues to ensure proper and timely resolution. Clear and concise communication, documentation, and severity trending are essential to support the company's commitment to risk management and protecting the integrity and confidentiality of systems and data. Knowledge management is also a critical aspect, as you will create and maintain documentation of operational processes to conform to audit requirements and ensure effective knowledge base utilization.