Sr. Manager, Production Assurance & Resiliency - Early Warning® : Job Details

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 leads support staff for business-critical systems and applications to ensure best in class service. Responsible for team management of proper platform/system support and monitoring as well as collaborating with key internal business partners to ensure successful management of releases and enhancements. Responsible for team guidance and management of assigned production platforms systems ensuring maintenance is performed and standards of performance and reliability are achieved. Focus on efficient resource management and operational business controls that are audit compliant. Responsible for team growth and enhancement of team members' skill sets.

Essential Functions

Provide daily support and monitoring of requested changes to include review and approval from team members.

Partner with incident management to ensure system issues are addressed immediately and the root cause is identified. Act as point of contact for escalation, assisting to ensure root cause is remediated in real time or permanent fix is prioritized in engineering backlogs with correct urgency and document following ITIL (Information Technology Infrastructure Library) best practices in the incident and associated problem ticket.

Ensure detailed team understanding and ownership for all assigned systems/platforms.

Analyze complex business problems; recommend solutions and resolve operational/systems issues.

Manage staff including recruiting, training, mentoring and performance management to meet/exceed departmental objectives.

Ensure procedural changes and work activities are properly documented, to conform to audit requirements.

Build/maintain collaborative relationships with internal customers to ensure that staff are informed of all initiatives and can provide the highest level of support.

Participate in Agile activities with Product and Development teams from a business perspective.

Ensure team success upon execution of release delivery, updates, vulnerabilities, patching, and server support.

Establish and continuously analyze service level performance standards and provide metrics for all assigned platforms based on current system capabilities and business requirements.

Manage coverage of daily workload for assigned platform/system performance, to ensure department objectives and Service Level Agreements (SLA's) are met.

Maintain a collaborative relationship with Customer Implementation & Support staff, internal and/or external customers, to ensure that customers Service Level Agreements (SLA's) are met.

Recommend and support the business and resource execution of system/platform projects and enhancements to increase reliability, scalability, capacity, and performance.

Create, maintain, and validate documented application processes coupled with efficient and consistent work methodologies that confirm and support audit, security, and disaster recovery for business and resource requirements. Participate and support initiatives for Business Continuity Planning, Disaster Recovery and Audit.

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

Minimum Qualifications

Minimum of 8+ years related experience with 5+ years of management experience supervising systems support or banking operations personnel with knowledge of business production systems coupled with the ability to apply this towards business operations.

Education and/or experience typically obtained through completion of a bachelor's degree in Computer Science, Information Systems, or other related fields.

Ability to manage multiple priorities and perform strategic decision-making. Ability to analyze problems and review multiple alternate solutions including analysis of advantages and disadvantages as well as identify potential risks and remediations.

Strong attention to detail and accuracy, policy compliance and documentation.

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

Familiarity with Agile methodology, development and project management requirements focused on business needs for system performance and reliability.

Experience and knowledge of Windows Operating System, Microsoft Office, Planview, Teams, ServiceNow, Jira, SharePoint and Confluence.

Knowledge and/or experience with financial institution operations related to assigned platform capabilities and how it impacts the business.

Ability to relate business needs to system capabilities and to fully understand the role of the systems and the impacts on the business.

Ability to motivate and create excitement in others. To lead, evaluate and develop professional staff and resources.

Background and drug screen.

Preferred Skills

AWS Cloud DevOps Engineer Certification.

Strong Technical Acumen.

• Advanced Chef (syntax, recipes, cookbooks) and Ansible (syntax, tasks, playbooks).
• Advanced Terraform syntax and GitLab CI/CD configuration, pipelines, jobs.
• Advanced knowledge of cloud services.
• Kubernetes: cluster provisioning and new services.
• Prometheus, Thanos, and Grafana: service catalog metrics and recording rules for alerts.
• Log shipping pipelines and incident debugging visualizations.
• Operating system (Linux) configuration, package management, startup and troubleshooting.
• Block and object storage configuration and debugging.

Execution.

• Identifies changes for the product architecture from the reliability, performance and availability perspectives with a data driven approach.
• Influences the product roadmap and works with engineering and product counterparts to influence improved resiliency and reliability of the GitLab product.
• Leading and contributing to scope and designs for issues, epics, and OKRs.
• Contributing to the Handbook, Runbook, and general documentation.
• Completing Root Cause Analysis (RCA) investigations and perform readiness reviews.
• Improving team practices through code reviews, handoffs of work and incidents.
• Knowledge sharing, mentoring and raising the Dev Ops and SRE community bar.

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.

The Pay Scale For This Position In

Phoenix, AZ in USD per year is: $120,000 - $135,000.

San Francisco, CA in USD per year is: $140,000 - $150,000.

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate's education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

Additionally, candidates are eligible for a discretionary bonus, and benefits.

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.

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

Some of the Ways We Prioritize Your Health and Happiness

Healthcare Coverage –Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or 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 6% deferral immediately upon eligibility.

Paid Time Off – Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

12 weeks of Paid Parental Leave.

Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process!

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.

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