Systems Engineer - Operations Analytics

Come build the next-gen fintech at Zelle®, where we're relentlessly focused on empowering prosperity in all its forms.

From fast money movement for over 100 million people who can access Zelle® directly through their banking app to new account opening and beyond - we make a difference in the lives of consumers and businesses every day and enable them to live their best financial lives. And we're only getting started.

With a new, state-of-the-art HQ opening this year in Scottsdale, AZ - plus growing presences in San Francisco and Chicago - we're entering our next big chapter.

Make your mark on what's next in fintech with Zelle®.

Overall Purpose

This position supports the Production Assurance and Reliability 24x7 Operations service and the production support analysts and as such may assist with tasks such as, file processing, ensuring processing jobs are completed, and assisting in the response and resolution of production issues to meet as per agreed to Service Levels. The position also shares in responsibility for the design, implementation, and support of our expanding virtual and physical operational analytics ecosystem which spans private data centers and public clouds.

Essential Functions

Operational Support

• Provide 2nd and 3rd level troubleshooting of systems, applications, and services.
• Administer and provide system owner level support for monitoring applications as well as third-party utilities and applications providing critical functions while adhering to policy standards.
• Proactively identify and implement automation and scripting that improve staff efficiencies and reduce the need for manual checklist completions.
• Act as a collaborative service provider to our internal and external customers.

Operational Analytics

• Assist in the development and ongoing maintenance of multiple monitoring tools and types, to include hardware, software, virtualization, applications, services, storage, and databases, both on-prem and in the cloud.
• Ensure thorough capacity, health, and security monitoring is present at every layer of the full IT and application stack.
• Monitor performance for potential bottlenecks, identify and communicate solutions, work with multiple departments or teams towards possible implementations.
• Focus on the delivery of prescriptive/automated monitoring for all critical systems and services.

Knowledge Management

• Document and share information learned, seek information and leverage knowledge from other Teams to drive higher efficiency, effectiveness and preserve organization knowledge.
• Play an active role in the development and maintenance of Service Catalogs owned and managed by the Operations Engineering Team.
• Work closely with internal teams and stakeholders to identify service dependencies, necessary escalation paths and KPIs.

Compliance Adherence

• Participate in annual Disaster Recovery functional drills, full scale tests and failovers.
• Assist in the timely remediation of vulnerabilities identified in systems owned by the Operations Engineering Team.
• Support the company's commitment to risk management and protecting the integrity and confidentiality of all systems and data.

Minimum Qualifications

• Working knowledge & experience with ITIL Incident, Change & Problem Management processes
• Experience working in a matrixed team environment
• Education and/or experience typically obtained through completion of a Bachelor's degree in Computer Science, Engineering or related subject.
• Minimum of 5 or more years of related experience with at least two years of experience with administration and/or deployment of:
• Application performance monitoring tools such as ApplicationDynamics, DynaTrace, etc
• Dashboarding tools such as Splunk,Grafana, etc
• Operational Analytics tools such as ThousandEyes, Zabbix, WhatsUpGold, etc

• Experience with multi-platform corporate/enterprise environments including with Unix, Linux, Windows, Virtualization, Cloud (i.e. AWS, Azure), platforms and databases (MySQL, MSSQL)
• Demonstrated ability to research, troubleshoot, and quickly resolve highly technical and complex system and application issues
• Operational experience with a multi-domain Active Directory/LDAP environment
• Effective written and verbal communication skills
• Strong attention to detail, accuracy, and policy compliance
• Background and drug screen.

Preferred Qualifications

• Additional education and/or experience
• Any related training or certifications (MCSE, MCSA, MCP, LPIC-1|2, RHCSA, CompTIA etc.)
• Experience with VMware (or Hyper-V) virtualization and containerization
• Experience performance tuning of application stacks (e.g., Tomcat, JBoss, Apache,)
• Experience with process and automation software (e.g., Chef, Stonebranch/Universal Controller)
• Experience with File Transfer products (e.g. MOVEit)
• Experience with Big Data (e.g. Hadoop, Cloudera, Streamsets)
• Experience with f5 LTM and/or IIS

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

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 related duties as assigned by their supervisor.

Some of the Ways We Prioritize Your Health and Happiness

• Healthcare Coverage - Competitive medical, dental, and vision plans as well as pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
• 401(k) Retirement Plan - Featuring a 100% Company Safe Harbor Match on your first 5% deferral immediately upon eligibility.
• Parental Leave - 12 weeks paid leave plus access to Maven Maternity
• Paid Time Off - Unlimited Time Off* starting on Day 1, plus 11 paid company holidays
• Employee Assistance Program - Resources and tools to help you and your family find a solution to whatever life throws at you.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest.

*Unlimited Time Off available to regular, full-time exempt roles only. Our team can share more during the interview process!

Early Warning Services is an Equal Opportunity employer. All qualified applicants and employees will receive consideration for employment without regard to race, color, religion, religious creed, ethnicity, ancestry, national origin, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, citizenship, ancestry, disability, veteran status, genetic information or any other characteristic protected by law.