NOC Analyst I

Alkami builds and delivers the nation’s most innovative cloud-based digital banking (online and mobile apps) for Credit Unions and Banks with over 13M users on our platform. Through our bold investments in technology and people, our clients confidently grow, adapt quickly and build thriving digital banking communities to compete against the Megabanks. Founded over 12 years ago with headquarters in Plano, Alkami is one of the fastest growing software companies in Texas. To share just a few of our recent recognitions: Best Place to Work in Fintech; Inc. 5000 America’s Fastest-Growing Private Companies; Best & Brightest to Work For Nationally; and, Comparably’s Best for Workplace Culture. With every Alkamist being provided ownership in Alkami, we are obsessively intentional about our culture: optimistic-perseverance, caring-collaboration, transparent-communication, courageous-innovation, trusted-accountability and real-fun. Beyond intentional culture, our commitment is to attract and retain amazing talent by fostering a high-growth, dynamic and rewarding environment; providing great benefits; making meaningful investments in learning and development; celebrating our successes together in remarkable ways; and, ACTing together by taking time to give back and volunteer.

Position Overview:

The NOC Analyst will be responsible for monitoring, responding, and escalating incidents during their schedule. The NOC Analyst will have exceptional communication and customer service skills as they will be the first point of contact with both customers and Alkami during the start of an incident and will keep the customer informed of the status as the Incident moves towards a resolution. We are hiring for Shift A Sun – Tues 7pm to 7am Alternating Saturdays

Key Responsibilities & Duties:

• 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

Qualifications:

• Strong communication and interpersonal skills, both written and verbal
• 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

Desired Skills:

• Excellent communication skills, 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

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. Did you know every Alkamist has ownership in Alkami? We also have on and off site employee events and activities.

Work Authorization: We cannot offer employer sponsorship at this time; candidates must be eligible to work in the US for full-time employment.

Recruiters: We are not looking for outside recruiting firms to help us in this search — we know who you are and we love you, but we don’t need you right now.

The Important Stuff

Alkami Technology is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Alkami is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Alkami are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Alkami will not tolerate discrimination or harassment based on any of these characteristics. Alkami encourages applicants of all ages. #LI-REMOTE