Production Operations Analyst III

Early Warning Services - Chicago, IL

Full-time - Mid Level

Chicago, IL

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

About the position

The Production Operations Analyst III at Early Warning Services LLC is responsible for orchestrating and overseeing business-as-usual (BAU) activities, providing production application, system, and network support, and ensuring the timely completion of processing jobs. This role involves monitoring system performance, troubleshooting issues, and providing user support, all while contributing to a 24/7 operational environment. The position requires a strong customer service focus and the ability to manage incidents effectively, ensuring operational stability and compliance with audit requirements.

Responsibilities

• Provide first-line level 1 and level 2 support to internal and external customers, resolving issues according to documented procedures.
• Assist in the development of self-service tools and manage customer contacts via the Customer Relationship Management tool (CRM).
• Monitor all production applications and internal systems to ensure successful delivery of input and output files.
• Troubleshoot unsuccessful or missing file deliveries according to approved processes.
• Monitor systems, network, and application components for operational stability.
• Identify and track gaps in operational analytics protocols to assist in creating automated solutions.
• Orchestrate the activities of all analysts on shift and provide 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, escalating incidents that cannot be resolved.
• Track and monitor escalated issues to ensure proper and timely resolution.
• Create and maintain documentation of operational processes to conform to audit requirements.

Requirements

• High school diploma.
• Minimum 4 years of relevant work experience or at least 2 years of Level II internal experience.
• Extensive experience with Windows, Linux, and 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 skills and ability to communicate clearly under pressure.
• Attention to detail, accuracy, and policy compliance.
• Ability to multi-task, prioritize, and manage time effectively.
• Team-oriented and collaborative.

Nice-to-haves

• Bachelor's degree in Information Systems or related field.
• Experience supporting batch and real-time payment applications.
• Prior experience in computer operations, application support, or customer support role.

Benefits

• Healthcare Coverage including medical, dental, and vision plans.
• 401(k) Retirement Plan with a 100% Company Safe Harbor Match on the first 6% deferral.
• Unlimited Paid Time Off for Exempt employees and generous PTO for Non-Exempt employees.
• 11 paid company holidays and a paid volunteer day.
• 12 weeks of Paid Parental Leave.
• Maven Family Planning support for parenting journeys.