Senior Associate IT Operations Specialist

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

At Discover, be part of a culture where diversity, teamwork, and collaboration reign. Join a company that is just as employee focused as it is on its customers and is consistently awarded for both. We’re all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career. 

The Senior Associate IT Operations Specialist is a key member of the IT Operations team managing multiple systems and tools. Monitors Critical/Core systems and sounds the alarm when needed. Capable of training junior members of the team as well as acts as an escalation point. Has extensive knowledge of many key systems and tools and a full understanding of operational procedures. Works with other members of the IT Operations team to manage and support Critical/Core systems and applications. Authors operating procedures and is a point person for codifying processes in support of new applications/technology. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management. 

 Responsibilities 

• Primarily accountable for monitoring and responding to onsite issues, troubleshooting incidents, performing shift turnover, monitoring incident queues, processing media, and escorting vendors. This work includes configuration and troubleshooting of key IoT devices within the data center, such as electronic door locks, intelligent power strips, BAS devices, etc.
• Working with Product Owners and Subject Matter Experts, reviews and validates requirements relating to onsite data center systems including critical system installs, decommissions, reconfigurations, and onsite data center/data room power downs. Work to include scheduling and coordination of change tickets as well as shift turnover.
• Responsible for RMA & associated small parts inventory and participates in the broader asset and inventory management & reconciliation activities within the data center to include shipping/receiving of new and return/salvage hardware, managing cable inventory to designated thresholds, and reviewing life cycle of existing hardware in stock rooms to determine likelihood of redeployment.
• Demonstrates the ability to identify the basic building blocks and components of data centers and OSI Model Layer 1 Infrastructure.  Identifies how data center infrastructure moves/adds/changes to software/hardware functionality will impact on-prem data center infrastructure services or components. Applies knowledge of the various facilities and security components in the data center.
• Reviews and evaluates team documentation for continuous process improvement.
• Regularly contributes to team agile ceremonies, demos, and presentations, helps new engineers learn established team norms and participates in technology communities.
• Monitors Critical/Core systems delivering services to business units and customers. Performs maintenance tasks, user enrollment in systems, etc.  
• Analyze events and take actions to mitigate incident impact immediately. When needed determine the next level of support and engage via RRT calls. Direct participants in corrective action.  
• Assists on Change Management tasks including validation steps and monitoring overall progress. Engage teams as requested. Communicates (verbal/written) to both internal and external entities information on system availability, performance, and impact.  
• Sends alert communications within the CSMP guidelines to BT and Business management. Creates timelines post incident/change activities. Produces Ready for Business and End of Day reporting.  
• Performs maintenance tasks, user enrollment in systems, etc.  
• Provides guidance to Novice Specialists. Use SME knowledge in Incident Management policy and procedures.  
• Participates in planning activities for future work such as change events. Authors and reviews SOP’s and system documentation, procedures as required.  

Minimum Qualifications 

At a minimum, here’s what we need from you: 

• Associate degree in computer science or related 
• 2+ years of experience in IT Computer Operations, IT Customer Service or related 
• In lieu of a degree, 4+ years