Production Support Analyst III

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 supports production applications, customer implementations to Early Warning products, and provides 2nd level application support to clients with a high level of professional standards. 

Essential Functions  

• Analyze complex business problems, recommend solutions, resolve operational or systems issues within the primary applications and databases 

• Support and perform application upgrades, patches and configuration setups, and modifications according to policy and documented audit controls 

• Manage client implementation testing and certification for new and existing clients in assigned application group 

• Maintain production applications and backup systems daily 

• Monitor the systems and their performance to rapidly identify and resolve issues 

• Assist in implementation and maintain system monitoring tools to ensure optimal system utilization and performance 

• Provide internal analysis and support to ensure proper escalation during outages or periods of degraded system performance 

• On-call responsibilities as part of a rotating schedule in a very high volume, 24x7 environment 

• 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 

• Create and maintain documentation of operational processes to conform to audit requirements. This includes client-specific diagrams and all related client support documentation 

• Participate in annual Disaster Recovery functional drills, full scale tests and failovers 

• Review and assist in testing new product features and determine any operational support changes that must be documented and implemented 

• Validate and report SLA measurements monthly 

• Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data. 

Minimum Qualifications 

• Minimum of 4 or more years of related experience 

• Education and experience typically obtained through completion of a bachelor's degree in Information Systems or related field 

• Three years of Unix/Linux experience and underlying network/telco applications 

• Three years of experience in Shell, Perl, PHP and similar scripting languages 

• Three years of experience with SQL queries and Oracle databases 

• Ability to research, trouble shoot, and quickly resolve highly technical system and application issues 

• Effective written and verbal communication with all levels of internal teams and/or external customers.  

• Ability to support assigned shift with flexibility to support other shift times, a