Senior Systems Support Specialist (Data Center Hardware)

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. 

Discover will not sponsor or transfer employment work visas for this position.  Applicants must be currently authorized to work in the United States on a full-time basis.

Manages development and daily support for systems used at Discover. Oversees multiple projects, which require several cross-functional resources. Position includes defining project requirements, development, testing, implementation and support for projects or systems of responsibility. Maintain a focus on operations, agent readiness and proactively understand and bring awareness to data trends. Manage project prioritization, design, and usability reviews. Responsible for improving customer experiences through tracking, manages and optimizes all customer communication touchpoints. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management. 

Shift: Wednesday – Saturday:  10:30pm – 9:00am EST

Responsibilities 

• Independently accountable for identifying and responding to onsite risks and high-priority issues rapidly and effectively, troubleshooting incidents, shift turnover, incident queues, media processing, and escorting vendors.
• Working with the Product Owner, Service Owner, and Subject Matter Experts, validates the context of requirements and executes individual user stories relating to onsite data center systems including critical system installs, data room moves, decommissions, reconfigurations, and onsite data center/data room power down events.
• Independently executes a variety of user stories with different contexts. Actively contributes opinions to design decisions and gains experience in understanding the design trade-offs relating to OSI Model Layer 1 Infrastructure design/implementation/documentation, system automation via CI/CD pipelines and APIs, capacity planning, inventory planning, etc.
• 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.
• Defines and evaluates team documentation for process improvement.
• Regularly contributes to team agile ceremonies, leads demos and presentations, helps new engineers learn established team norms and participates in technology communities.
• Manages project development process from requirements to implementation with and without Business Technology Project Management assistance. 
• Develops and maintains an effective understanding of systems needs and processes by managing strategies that drive channel health, improved agent processes and optimization. Manages project prioritization.  
• Supports any problems through ticket support, and administers systems as necessary.  
• Acts as a resource for colleagues with less experience, may direct the work of other staff members.  
• Meets with stakeholders to identify and outline requirements that help identify strategies to improve the operation.  
• Advocates on behalf of the field's stakeholders and customers ensuring the implementation of projects have a positive net gain impact overall.  
• Establishes and manages business partner, Product Manager, Product Owner, and cross functional unit relationships. 

Minimum Qualifications 

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

• H.S. Diploma or GED 
• 2+ years Management, project leadership, operational experience, customer service, or related experience 
• In lieu of a degree, 2+ years Manageme