Senior Production Operations Specialist

1 week ago

Scottsdale, Arizona, United States Early Warning Full time
Job Overview

At Early Warning, we have been at the forefront of safeguarding the U.S. financial ecosystem for over three decades, delivering innovative solutions such as Zelle and PazeSM. As a reputable entity in the payments sector, we collaborate with numerous institutions to enhance access to financial services and secure transactions for millions of consumers and small enterprises.

This role is designed for individuals who thrive in a hybrid work environment, promoting collaboration and teamwork.

Primary Responsibilities:

Operational Oversight:

  • Manage and supervise daily operational activities, ensuring that production applications, systems, and networks function smoothly.
  • Monitor file processing and guarantee that scheduled jobs are executed without delay.
  • Provide initial troubleshooting and user support through various communication channels.

Customer Support:

  • Deliver first-level support to both internal and external clients, resolving issues based on established protocols and escalating when necessary.
  • Assist in the creation of self-service resources by accurately categorizing and prioritizing customer inquiries.

System Monitoring:

  • Continuously observe all production applications and internal systems to ensure the successful delivery of input and output files.
  • Troubleshoot any discrepancies in file deliveries according to approved guidelines.
  • Ensure operational stability across all systems, networks, and application components.

Incident Management:

  • Identify and document system, application, and network issues, ensuring all incidents are logged in the tracking system.
  • Perform triage and escalate unresolved incidents appropriately.
  • Maintain clear communication and documentation throughout the incident resolution process.

Knowledge Management:

  • Develop and maintain documentation of operational processes to meet audit standards.
  • Ensure timely documentation of all support events to facilitate effective knowledge base utilization.

Qualifications:

  • High school diploma required.
  • A minimum of 4 years of relevant experience or 2 years of internal Level II experience.
  • Flexibility to work various schedules, including nights and weekends.
  • Proficient in Windows, Linux, and IBM Mainframe operating systems.
  • Strong skills in Microsoft Office applications.
  • Excellent communication skills, both written and verbal, with a focus on customer service.
  • Ability to multitask and prioritize effectively in a fast-paced environment.

Preferred Qualifications:

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

Work Environment:

This position primarily involves a standard office setting with sedentary work, requiring extensive computer use. The role may involve occasional physical activities such as standing or walking.

Compensation:

The salary range for this position is competitive and commensurate with experience, along with a comprehensive benefits package.

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