Sr NOC

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 Senior NOC (3pm to 11pm) will be responsible for monitoring, responding to, and escalating incidents during their schedule. The Senior NOC will have exceptional communication and customer service skills as they will be the senior 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.
The Senior NOC (Night) will be responsible for overseeing and ensuring all activities during the night shift for Alkami’s 24x7 NOC & Command Center are completed inline with defined operating procedures. A critical component of the role is to provide Major Incident Management support to the NOC and be the key contact for Alkamists and Clients alike during any such Incident. With inherent responsibilities for alerting, monitoring and responding to Incidents, the Senior NOC will also be part of the team evaluating and developing new and existing tools to better support our key clients.

Essential Duties & Responsibilities:

● Responsible for overseeing and ensuring all activities during the night shift for Alkami’s 24x7 NOC & Command Center are completed inline with defined operating procedures
● Ensure the Major Incident Management (MIM) process for Critical (Sev 1) and High (Sev 2) priority Incidents are fully followed and details are validated and tickets updated accordingly
● Responsible for managing the out of hours escalation process, engaging on-call resources for Level 2/Level 3 support as needed
● Responsible for alerting, monitoring and responding to Incidents, the Senior NOC Analyst will also be part of the team evaluating and developing new and existing tools to better support our key clients
● Ensure full suite of validation testing is performed and documented following planned maintenance and platform releases
● Detail, and escalate as needed, any issues identified following release testing & validation - ensuring open items are handed off correctly to incoming day shift.
● Validate hourly checks per process are completed as scheduled, proactively identify issues in system performance and determine any actionable next steps - either immediate to prevent service issues or preventative for standard review
● Validate communications to external parties and proactively assist in email, phone and Statuspage notifies when needed - Senior NOC Analyst will be the key contact for Alkamists and clients out of hours
● Ensure shift handover process is complete - noting all activities and issues that arose during work shift, handing over open items as needed.
● Mentor and train the NOC at night on the MIM process, alerting, and hourly checks
● Manage Service Desk tickets such as maintenance page requests, whitelist requests, network consultations and DR tests as required

Recommended Experience & Education
Minimum Years of Experience

Typically requires a minimum of 5 years of related experience; or 3 years and an
advanced degree

Education Level Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent work experience

Knowledge, Skills, & Qualifications
Required

● Shift Requirements: 3PM – 11PM Monday through Friday
● Work designated shift (including holidays where these fall into your shift pattern) as part of a NOC team
● Proven experience in a NOC or similar network operations role.
● Ability to act as a mentor and escalation point for NOC
● Experience working as a Lead role in a Support or NOC environment preferred
● Strong problem solving skills
● Ability to effectively manage customers and their expectations
● Flexible, ability to adapt to change
● Communicate accurately, clearly, and effectively in writing, in person, and on the phone with customers and at all levels within the organization
● Ability to remain calm in trying situations

Preferred

● Relevant certifications (e.g., CCNA, CompTIA Network+, ITIL) are a plus.
● Experience with web and mobile application testing
● Previous experience as a Team Lead within a Support or NOC capacity

The salary range for this position is: $60,000 - $76,500Cool 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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