Production Support Analyst
Horizontal Talent

Our client delivers a suite of payments services to financial institutions and operates as a fully integrated organization with groups dedicated to operations, technology, product and industry engagement, enterprise services, and one focused on the ongoing growth and development of their instant payment service product. Their strategy defines our future direction, seeking to offer a fully integrated product suite that provides speed, resilience, and choice in meeting the payments needs of financial institutions across the United States. Through their Enterprise structure, we strive to meet the needs of the marketplace for new products and services with speed and agility, seek to provide a robust and unified customer experience, and work to create career growth opportunities for staff.

Key Activities:

• Under general direction, proactively monitors complex sponsored and supported test and production applications. Performs necessary tasks to ensure continuous processing according to published business documentation and standards.
• Opens and reviews incidents in the incident tracking system (ServiceNow, JIRA) to ensure documentation is accurate and complete in accordance with incident management best practices.
• Implement, configure, and operate tools and products in the DevOps and DevSecOps Toolchain while leveraging DevOps/DevSecOps team best practices.
• Work with open-source technologies as needed.
• Leverage AI solutions for making operations efficient (Virtual Assistant, ChatBots, etc.)
• Work with GitLab CICD pipelines with AWS.
• Work with CI and CD tools, and source control such as GIT and SVN.
• Collaborate with stakeholders on continuous improvement of production operations.
• Provide operational expertise to Engineering teams to develop automated solutions.
• Build and maintain tools, services, and automations associated with our operations platform ensuring that all meet our customer service standards and reduce errors.
• Actively monitor and troubleshoot any issues that arise during testing with the intent to catch and solve issues before they have internal/external customer operational impact and before code moves into production.
• Update team processes and design new processes as needed.
• Automate team operational processes as needed, with accuracy, and compliance with security standards.
• Support, drive and operate automation in product build and deployment.
• Research new automation capabilities and solutions to identify areas for improvement.

Qualifications:

• Typically requires 0-2 of previous experience.
• Associate's degree in business, information technology, or a closely related field from a technical/vocational school, an accredited college or university, or equivalent combination of directly related education and/or experience.
• Novice understanding of technical business processes and subject matter.
• Follows standard procedures. Works under direct supervision. Consults with management or more senior staff in decision-making.

Additional Information

• Location - Open
• Screening -US Citizens or Green Card holders and Permanent Residents with at least 3 years of residency. This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened may include education/employment verification, criminal history, credit history, and reference checks.
• Sponsorship -The client will not sponsor a new applicant for employment authorization for this position. Applicants must be currently authorized to work in the United States without an end date and without the need for visa sponsorship now or in the future.

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