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Command Center Operations Associate

2 months ago

Wilmington, North Carolina, United States Apiture Full time

At Apiture, we are dedicated to equipping financial institutions with the tools they need to effectively engage and support their clients, blending the personal touch of a community bank with the efficiency of modern digital solutions. Our extensive portfolio serves over 250 clients across the United States, offering a wide range of online and mobile services tailored for banks and credit unions, from small community entities to innovative direct banking platforms.

Position Overview:

The successful candidate will be an integral part of the Apiture 'Command Center', tasked with overseeing the connectivity of financial institutions to their core systems and executing corrective measures in the event of disruptions. Comprehensive training will be provided, and the role is closely aligned with established Standard Operating Procedures that guide responses to various scenarios.

Work Schedule:
This position requires availability from Sunday to Tuesday and every other Wednesday, during the hours of 8pm to 8am ET.

Work Environment:
We offer flexible work arrangements, including options for remote work for candidates located in the Eastern or Central Time zones, in addition to our offices in Wilmington, NC and Austin, TX.

Key Responsibilities:

  • Utilize monitoring tools such as Salesforce and internal messaging systems to track alerts.
  • Conduct manual tests on connections that appear to be inactive.
  • Initiate server restarts and manage failed schedules.
  • Address alerts related to failed jobs and server issues.
  • Engage in communication with financial institutions regarding connectivity matters.
  • Collaborate with the Customer Experience and Engineering teams internally.
  • Escalate issues as required.
  • Document all actions taken in Salesforce.
  • Provide updates on outstanding issues during shift handover meetings.
  • Perform additional tasks as needed.
Qualifications:
  • A bachelor's degree is preferred, or equivalent experience in the industry.
  • The ideal candidate will have a background in technical monitoring and support, with an understanding of server functionality and connectivity challenges.
  • Familiarity with banking operations is advantageous.
  • Ability to thrive in a dynamic environment where prioritization is key.
  • Excellent written and verbal communication skills are essential.
  • A basic understanding of the software development life cycle is beneficial.