Associate NOC

Alkami Technology•Bentonville, AR

12d•$45,000 - $59,000•Remote

About The Position

Alkami is the digital sales and service platform provider for U.S. banks and credit unions. Our unified Platform integrates onboarding, digital banking, and data and marketing—each solution can stand alone, but together they deliver more—to help institutions onboard, engage, and grow relationships. As the future shifts toward Anticipatory Banking, we help data-informed bankers meet the moment with technology that drives action. Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably’s Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others). We’re building a culture where each Alkamist can perform to their highest potential, and we’re always on the lookout for the best and brightest minds. If you’re ready to experience the power of alchemy - transforming the ordinary into the extraordinary - come join one of the fastest growing SaaS companies in the U.S. As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title. Follow us on Glassdoor and LinkedIn! The Associate NOC will be responsible for monitoring, responding, and escalating incidents during their schedule. The Associate NOC 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.

Requirements

Typically requires no previous professional experience
Certificate or degree from a technical training program or equivalent work experience
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

Nice To Haves

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

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