Sr Analyst Technical Operations

About the Role

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment and fluid career paths, encouraging and celebrating internal mobility. We recognize the importance of purpose, well-being, and work-life balance, fostering a welcoming and inclusive environment where associates dedicate thousands of hours to volunteering for meaningful causes. As a Senior Technical Operations Analyst, you will provide production support and automation for financial services production processes, coordinate scheduling and production of EASY applications, respond to program failures, conduct root-cause analysis, and identify automation opportunities.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.

Responsibilities

• Perform technical triage on EASY system applications to diagnose the root cause of issues and identify or implement resolutions within established Service Level Agreements.
• Monitor the production performance of back-end processes, mitigate program failures, and escalate major system issues to other support teams.
• Monitor and maintain the EASY Workload Automation Tool to support the timely processing of financial transactions.
• Use 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.
• Serve as a support specialist and liaison between Systems Application Support and EASY development teams, reporting software defects and communicating their severity and impact.
• Communicate production issues and risks that require development team support to repair or mitigate.
• Respond to service ticket requests from business users, system developers, and clients for the setup, monitoring, or execution of back-end EASY applications.
• Advise on and lead strategic initiatives to mitigate back-end application issues and identify opportunities for process automation.
• Coordinate production processes and present automation opportunities to developers on the team.
• Work independently with moderate latitude for actions and decisions that are not reviewed.
• Assist less senior team members with decision-making and override decisions when necessary for the benefit of the organization.
• Work closely with counterparts in Bangalore to maintain clear communication regarding issues, processes, and status.
• Advise the manager on the status of initiatives.
• Work an alternate schedule when required to maintain production continuity.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in Computer Science or a related field, including Information Systems, Mathematics, or Software Engineering.
• Minimum of 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.
• Minimum of 4 years of experience providing technical support for an enterprise software system in a customer-facing role.
• Knowledge of technical troubleshooting methods, workload automation systems, back-end system processing, databases, and programs.
• Knowledge of the UNIX operating system, including familiarity with C shell, Korn shell, and Perl scripting.
• Knowledge of SQL and PL/SQL.
• Ability to analyze trends in system issues and recommend solutions or mitigations.
• Ability to quickly and efficiently troubleshoot system-critical program failures.
• Ability to write user-friendly explanations of technical functionality.
• Ability to communicate with customers and colleagues in a friendly and professional manner and remain calm in stressful situations.
• Commitment to delivering timely, effective solutions while balancing customer needs with the best interests of the organization.
• Strong listening, patience, empathy, authenticity, proactivity, and perseverance when working with internal and external customers.
• Ability to build collaborative and cooperative relationships, manage conflict, and communicate respectfully.
• Integrity and appreciation for diverse backgrounds, cultures, perspectives, and experiences.
• Ability to support the success of others through encouragement, recognition, and respectful conflict resolution.
• Ability to adapt to changing events and priorities, manage ambiguity, and maintain a positive approach despite challenges or resource constraints.
• Willingness to take on different responsibilities, learn new technologies, and follow 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/year.
• Business-casual environment that includes the option to wear jeans.
• Generous paid time off upon hire – including a paid time off program plus 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.

Pay

Base Salary Range: $79,400.00 - $112,175.00

Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from the posted hiring range based upon geographic location, work experience, education, licensure requirements, and/or skill level and will be finalized at the time of offer.