Production Operations Analyst II

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.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose 

This position provides production application, system, and network support, oversees file processing, and ensures processing jobs are completed as scheduled. 

This position also monitors system, and network environmental performance and provides initial triage, troubleshooting and user support (via phone, email, or internal ticketing system).  

The Production Assurance and Resiliency - Operations Team supports a 24/7 operation. 

Essential Functions  

Customer Support:  

• Provide support to internal and external customers, researching and resolving issues according to documented procedures and escalating to appropriate on-call staff as needed. 
• Assists in development of self-service tools, by providing accurate categorization, prioritization of all customers contacts via our Customer Relationship Management tool (CRM). 

Monitoring and Process Control:  

• Monitor all production applications, and internal systems: to ensure the delivery of all input, and output files is successfully.   
• Troubleshoot unsuccessful or missing file deliveries according to approved processes.  
• Monitor all systems, network, and applications components for operational stability.  
• Responsible for identifying and tracking gaps in operational analytics protocols to assist in the creation of automated, and practical solutions.  

Incident Management:  

• 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.  
• Providing clear and concise communication, documentation, and severity trending. 
• Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data  

Knowledge Management:  

• 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 ensuring that subsequent review of any incident is effective for knowledge base utilization 

Minimum Qualifications 

• 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. 
• Background and drug screen 

Preferred Qualifications 

• 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. 

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow instructions and perform other rel