Job Description

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.

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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.

Essential Duties & 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

Recommended Experience & Education:

Minimum Years of Experience-Typically requires no previous professional experience

Education Level Certificate or degree from a technical training program or equivalent work experience

Knowledge, Skills, & Qualifications
Required:

● 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

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

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

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.

Work Authorization We cannot offer employment 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. Thank you for understanding.

Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.

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.

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