Associate NOC

This is a fully remote position, open to applicants in United States.

📋 Description

• Proactive monitoring of Production Services available 24/7 based on shift schedules.

• Employ our monitoring tool, New Relic, along with its dashboards.

• Implement the MIM process for SEV1 / SEV2 incidents to engage with customers and relevant Alkami personnel for issue resolution.

• Utilize a testing framework to validate releases.

• Conduct post-deployment checks for new releases and maintenance activities performed by SRE.

• Execute hourly checks for each process to proactively detect system issues.

• Facilitate communications with external parties through phone, email, and Alkami’s Statuspage tools.

• Recognize previous shift maintenance to effectively relay updates during MIM incidents or to be thoroughly prepared for testing releases (night shift).

• Prepare handover documentation for the incoming shift to ensure the seamless transfer of knowledge.

• Rapidly identify production issues and promptly initiate the MIM process to ensure swift communication with clients when problems arise.

• Communicate clearly, effectively, and accurately in writing, in person, and via phone.

• Maintain composure in challenging situations.

• Address Service Desk tickets, including maintenance page requests, whitelist requests, network consultations, and DR tests.

⛳️ Requirements

• Excellent communication and interpersonal abilities, both written and verbal.

• Strong customer service skills.

• Proven troubleshooting skills and critical thinking capabilities.

• Ability to work effectively as part of a team in a collaborative environment.

• Demonstrate initiative and take independent action to resolve issues.

• Availability to work designated shifts (including holidays that align with your shift pattern) as a member of the NOC team.

🏝️ Benefits

• Remote-first work environment.

• Unlimited paid time off.

• 401(k) plan with employer matching.