Associate NOC

About the role

The Associate NOC will be responsible for monitoring, responding, and escalating incidents during their schedule. They will have exceptional communication and customer service skills, acting as the first point of contact with both customers and Alkami during the start of an incident and keeping the customer informed of the status as the Incident moves towards a resolution.

Responsibilities

• Shift based 24×7 proactive monitoring of the Production Services
• Utilize our monitoring solution, New Relic, and associated dashboards
• Utilize the MIM process for SEV1 / SEV2 issues to engage customer and appropriate Alkami resources to resolve issues
• Utilize testing framework for release validation
• Perform after deployment checks of new releases and maintenances performed by SRE
• Perform hourly checks per process to proactively identify issues in system
• Provide communications to external parties utilizing phones, email, and Alkami’s Statuspage tooling
• Identify previous shift maintenance to be able to relay changes during MIM incidents / or to be fully prepared for testing releases (night shift)
• Prepare handover for next shift ensuring proper knowledge is transferred to incoming team
• Quickly identify issues in Production and swiftly enact MIM process to ensure quick communications to clients when issues occur
• Communicate accurately, clearly, and effectively in writing, in person, and on the phone
• Remain calm in trying situations
• Work Service Desk tickets such as maintenance page requests, whitelist requests, network consultations and DR tests

Requirements

• Minimum Years of Experience: Typically requires no previous professional experience
• Education Level: Certificate or degree from a technical training program or equivalent work experience
• Required Knowledge, Skills, & Qualifications: Strong communication and interpersonal skills, both written and verbal; Customer service skills; Ability to demonstrate troubleshooting skills and critical thinking; Works effectively as a team member in a team-oriented and collaborative environment; Shows initiative and acts independently to resolve problems; Work designated shift (including holidays where these fall into your shift pattern) as part of a NOC team
• Preferred: Ability to negotiate and diffuse emotional situations; Ability to draft simple procedures and KB articles; Basic knowledge of Finance Technology industry; Knowledge of Jira or a similar ticketing system; Familiarity with Google docs or Microsoft Office

Qualifications

• Physical Demands: Ability to lift a minimum of 5 pounds to a maximum of 10 pounds unassisted; Ability to stand, sit, stoop, walk, stretch, reach, and use full range of body motions; Manual dexterity as required for specific equipment

Benefits

Cool Things to Know
Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.

Pay

The salary range for this position is: $45,000 - $59,000

Schedule

Shift based 24×7