About Blackhawk Network:

At Blackhawk Network, we shape the future of global branded payments through the prepaid products, technologies and network that connect brands and people. Our collaborative innovation and scalable, security-minded solutions help our partners to increase reach, loyalty and revenue. We believe our future holds great things for Blackhawk Network and its partners. We believe that together, we can shape the future. Our beliefs? Win as one team, be innovative, global excellence and be inspiring!

This position may be performed remotely anywhere within the United States except for the State of Colorado, Alaska, North Dakota, or South Dakota.

Overview:

We are seeking talented, accomplished Network Operations Center (NOC) Engineers. As a NOC Engineer, you will works with Infrastructure, Engineering, Site Reliability, Change Management, Partner Support, vendors and partners involved with proper maintenance and operation of telecommunications systems and equipment. Identifies network problems, isolates root causes, and initiates corrective action. Determines priority of action and additional resources required, based on severity of service interruption. Provides technical analysis to all customers to isolate issues and develop strategies to restore or activate services. Generates incident reports on network, infrastructure, or applications performance, trouble-shooting results, and routine maintenance of network and application elements.

Responsibilities:

• Provide daily operational support for Blackhawk Network systems and Application & Infrastructure services and initiates corrective actions based on severity of service interruption maintaining the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• Strong problem solving and troubleshooting skills are required. The ability to identify and analyze problems
• Strong working knowledge of IP, including IP network architecture, routing protocols, peering relationships, DNS, and network monitoring tools is required
• Effective written and verbal communications skills are required
• Monitor the health and performance of the systems/services and respond to incidents/alerts as they arise and update stakeholders on issue resolution
• Participate in 24/7 shift rotation; be flexible to work on nights and weekends, variable schedule, and overtime as necessary
• Develop and document day to day processes for team collaboration, learning and training purposes
• Create and update documentation of configuration and troubleshooting procedures to facilitate other team members and departments
• Apply configuration changes to applications and servers to support business initiatives
• Be innovative in automating the daily routine tasks
• Ensure the efficient operation and maintenance of production systems
• Timely interaction with customers and internal teams requesting support via online-chat, email, and phone.

Qualifications:

• Education: Bachelor's degree in a technical field or equivalent experience, certifications and training
• Experience: 4+ years of Incident Management experience preferably in a Network Operations Center environment
• Strong interpersonal skills and experience working with cross-functional teams
• Linux/Windows/Unix Administration experience is a plus
• Cloud experience is a plus
• Strong communication ability, both verbal and written
• Ability to successfully deal with multiple tasks while under pressure
• Familiarity with the fintech industry and payment companies is desirable
• Strong analytical and problem-solving skills

Nice to have

• Review incidents to understand root cause of the issues and follow-up to ensure proper fixes are deployed
• Partner with cross-functional teams to understand the servers/services setup and work with them to come up with monitoring solution based on the best practice

#GLDR

#LI-NM1

EEO Statement:

Blackhawk Network provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Blackhawk Network believes that diversity leads to strength. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.