Senior Analyst, Technical Operations

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

📋 Description

• Conduct technical triage on EASY system applications to identify the root cause of issues and implement solutions within established Service Level Agreements.

• Oversee the production performance of back-end processes, address program failures, and escalate significant system issues to other support teams.

• Supervise and maintain the EASY Workload Automation Tool to ensure the timely processing of financial transactions.

• Utilize CA Workload Automation AutoSys to create, schedule, and monitor back-end applications for transactional processing.

• Access the EASY system code base and databases to investigate program failures.

• Act as a support specialist and liaison between Systems Application Support and EASY development teams, reporting software defects and their severity and impact.

• Communicate production issues and risks that necessitate development team support for repair or mitigation.

• Respond to service ticket requests from business users, system developers, and clients for the setup, monitoring, or execution of back-end EASY applications.

• Provide guidance on and lead strategic initiatives to address back-end application issues and identify opportunities for process automation.

• Coordinate production processes and present automation opportunities to team developers.

• Operate independently with moderate latitude for actions and decisions that are not subject to review.

• Assist less experienced team members in decision-making and override decisions when necessary for the organization's benefit.

• Collaborate closely with counterparts in Bangalore to ensure clear communication regarding issues, processes, and statuses.

• Update the manager on the status of initiatives.

• Work an alternate schedule as needed to ensure production continuity.

• Perform other duties as assigned.

⛳️ Requirements

• Bachelor’s degree in Computer Science or a related field, such as Information Systems, Mathematics, or Software Engineering.

• At least 7 years of experience providing production support for a back-end transactional processing system.

• Minimum of 4 years of experience configuring and monitoring program execution in a workload automation tool.

• At least 4 years of experience offering technical support for an enterprise software system in a customer-facing capacity.

• Familiarity with technical troubleshooting methods, workload automation systems, back-end system processing, databases, and programs.

• Knowledge of the UNIX operating system, including experience with C shell, Korn shell, and Perl scripting.

• Proficiency in SQL and PL/SQL.

• Capability to analyze trends in system issues and propose solutions or mitigations.

• Ability to swiftly and effectively troubleshoot critical program failures.

• Skill in writing user-friendly explanations of technical functionalities.

• Proficiency in communicating with customers and colleagues in a friendly and professional manner, maintaining composure in high-stress situations.

• Commitment to delivering timely and effective solutions while balancing customer needs with the organization's best interests.

• Strong listening skills, patience, empathy, authenticity, proactivity, and perseverance when engaging with internal and external customers.

• Ability to foster collaborative and cooperative relationships, manage conflicts, and communicate respectfully.

• Integrity and respect for diverse backgrounds, cultures, perspectives, and experiences.

• Ability to support others' success through encouragement, recognition, and respectful conflict resolution.

• Adaptability to changing events and priorities, managing ambiguity, and maintaining a positive outlook despite challenges or resource limitations.

• Willingness to take on different responsibilities, learn new technologies, and adhere to new processes.

🏝️ Benefits

• Medical, dental, vision, and life insurance.

• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup.

• Tuition reimbursement up to $5,250 annually.

• Business-casual environment with the option to wear jeans.

• Generous paid time off upon hire – including a paid time off program, ten paid company holidays, and three floating holidays each calendar year.

• Paid volunteer time – 16 hours per calendar year.

• Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA).

• Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work, and play. BRGs are open to all.