Production Operations Analyst II

Early Warning Services - Chicago, IL

Full-time

Hybrid - Chicago, IL

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

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 proactive approach to monitoring and troubleshooting to maintain operational stability. 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 escalating 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 of this position, where you will create and maintain documentation of operational processes to conform to audit requirements. Thorough documentation of all support events in a workflow ticketing system is necessary to ensure effective knowledge base utilization for subsequent reviews of any incident.

Responsibilities

• Provide support to internal and external customers, researching and resolving issues according to documented procedures and escalating to appropriate on-call staff as needed.
• Assist in the development of self-service tools by providing accurate categorization and prioritization of all customer 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 successful.
• Troubleshoot unsuccessful or missing file deliveries according to approved processes.
• Monitor all systems, network, and applications components for operational stability.
• Identify and track gaps in operational analytics protocols to assist in the creation of automated and practical solutions.
• Identify and report system, application, and network issues ensuring all events are entered into the ticket tracking application.
• Perform triage and troubleshooting, and appropriately escalate incidents that cannot be resolved.
• Track and monitor escalated issues to ensure proper and timely resolution.
• Provide 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.

Requirements

• High school diploma.
• Minimum of 2 years relevant work experience.
• Must be able to work different schedules, including nights and weekends.
• Knowledge of Windows, Linux, IBM Mainframe operating systems.
• Experience with Microsoft Office applications.
• Ability to research and resolve basic and intermediate technical issues.
• Effective 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.

Nice-to-haves

• 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.

Benefits

• Healthcare Coverage-Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
• 401(k) Retirement Plan-Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
• Paid Time Off -Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
• 12 weeks of Paid Parental Leave
• Maven Family Planning - provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.