Sr Manager, IT Site Reliability & Service Delivery

Come build the next-gen fintech at Early Warning, network operator of Zelle, where we’re relentlessly focused on empowering prosperity in all its forms.

From fast money movement for over 100 million people who can access Zelle directly through their banking app to new account opening and beyond – we make a difference in the lives of consumers and businesses every day and enable them to live their best financial lives. And we’re only getting started.

With new state-of the-art offices in Scottsdale, AZ (Headquarters) and Chicago, IL – plus a growing presence in San Francisco – we’re entering our next big chapter. We focus all hiring efforts in a few states and within driving distance of an office location to enable in-person collaboration when and where possible. Priority hiring locations are Scottsdale, AZ, Illinois, NY tri-state metro area (New Jersey, New York and Connecticut) and San Francisco, CA. On exception we will hire in secondary locations such as District of Columbia, Florida, Georgia, Maryland, Nevada, North Carolina, South Carolina, Texas and Virginia. We are not actively recruiting in Colorado, Rhode Island or Washington.

People matter to us, so we think our best work is done when we’re together, in-person. From informal interactions, to sharing ideas, to mentoring and beyond. We also believe in workplace flexibility and empowering teams to determine the rhythm of work to create an inclusive culture. Through the power of innovative collaboration, we offer hybrid and (when necessary) virtual (“remote”) workplace models.

Join us and make your mark on what’s next in fintech.

• Applicants must be authorized to work for any employer in the United States. We are unable to sponsor an employment Visa for this position.

Overall Purpose

This position leads and oversees support staff for critical systems and applications, to ensure best in class service. Responsible for team management of proper platform/system support, as well as, collaborating with key internal partners to ensure successful management of releases and enhancements. Responsible for team guidance and management of assigned production platforms/systems, ensuring the maintenance of expected performance and reliability. Focus area is for specific functions; Payments, Regulatory, Authentication, Identity, Big Data or Transmissions, which require operational controls that are audit-compliant.

Essential Functions

• Manage coverage of day-to-day oversight for assigned platform/system performance
• Ensure the detailed team understanding and ownership for all assigned systems/platforms.
• Ensure team compliance to adhering to SLAs for “Level 2 and 3” support for assigned systems/platforms
• Analyze complex business problems; recommend solutions and resolve operational/systems issues.
• Manage staff including recruiting, training, mentoring and performance management to meet/exceed departmental objectives
• Report on relevant metrics to measure team performance of assigned production systems
• Ensure procedural changes and team work activities are properly documented, to conform to audit requirements
• Build/maintain collaborative relationships with internal customers
• Participate in Agile activities with Product and Development teams
• Ensure team success upon execution of release delivery, updates, server support
• Recommend and support the execution of system/platform enhancements to increase reliability, scalability, capacity and performance
• Participate and support initiatives for Business Continuity Planning, Disaster Recovery and Audit
• Support the company’s commitment to protect the integrity and confidentiality of systems and data.

Minimum Qualifications

• Education and/or experience typically obtained through completion of a Bachelor’s degree in Computer Science, Information Systems or other related fields
• Proven management/leadership experience supervising IT admin personnel
• Proven knowledge and/or experience in development, project management, requirements management or related experience.
• Ability to manage multiple priorities and perform strategic decision-making
• Strong attention to detail and accuracy
• Effective written and verbal communication with all levels of internal teams
• Proven leadership ability
• Familiarity with Agile Methodology
• Experience supporting Atlassian Suite, Serena, Plainview, SharePoint, and/or Business Objects
• Knowledge of Windows OS, Linux, Oracle, SQL, MS Office, Visio, SharePoint, JIRA, Confluence
• Knowledge and/or experience with financial operations
• Background and drug screen

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Early Warning Services is an affirmative action and equal opportunity employer.

Some of the Ways We Prioritize Your Health and Happiness

• Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
• Paid Time Off – Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
• 12 weeks of Paid Parental Leave
• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process!

Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.