Technical Problem Manager
Company: Alkami Technology
Posted on: November 23, 2021
Alkami builds and delivers the nation's most innovative
cloud-based digital banking (online and mobile apps) for Credit
Unions and Banks with over 10M contracted users of our platform.
Through our bold investments in technology and people, our clients
confidently grow, adapt quickly and build thriving digital banking
communities to compete against the Megabanks. Founded over 12 years
ago with headquarters in Plano, Alkami is one of the fastest
growing software companies in Texas. To share just a few of our
recent recognitions: Best Place to Work in Fintech; Inc. 5000
America's Fastest-Growing Private Companies; Deloitte Technology
Fast 500; Tech Titans Top 5; and, SMU Cox Caruth Institute Dallas
100. With every Alkamist having ownership in Alkami, we are
obsessively intentional about our culture: optimistic-perseverance,
courageous-innovation, trusted-accountability and real-fun. Beyond
intentional culture, our commitment is to attract and retain
amazing talent by fostering a high-growth, dynamic and rewarding
environment; providing great benefits; making meaningful
investments in learning and development; celebrating our successes
together in remarkable ways; and, ACTing together by taking time to
give back and volunteer.
Alkami is hiring a Technical Problem Manager who will be
responsible for further developing and maturing the Problem
Management team within Service Operations at Alkami. Taking a
technical view holistically at the overall company, understanding
the entire ecosystem, and driving the Problem Management function
to focus on Application defects, but also important technical and
infrastructure repeated Problems to drive up overall client
satisfaction by identifying issues through monitoring and
identifying trends. Problem Management is also responsible for
occasionally communicating directly with our clients and validating
that they are receiving key code fixes associated with the
resolution of their issues.
Key Responsibilities & Duties
Build and maintain strong internal relationships to ensure OLAs and
service excellence are provided to Alkami's clients.
Develop and mature existing problem Management processes, expanding
this to reach holistically across the entire ecosystem both
internally and externally.
Focus on deep dive analysis around the prevention of internal and
external issues. Focusing on issues that can be solved by internal
process improvements, code fixes, or with the implementation of
Perform weekly reviews of Service Operations to discover,
recommend, and implement solutions for issues determined through
Participate in all impact and risk assessments that may affect the
production service. This can be through high severity issues,
release management meetings, and working directly with other
Taking an active role in Major Incident Management to help drive
understanding of underlying issues. This will also include managing
Major Incident Reviews and tracking follow-up actions.
Provide a regular and clear status on the operational performance
of all areas of the service to the client and internal parties
through a weekly presentation that is used by C-level for
Educated to degree level, or relevant related work experience
Proven ability in a Service Delivery, Problem or Service Management
role in an operational environment working closely with technical
and operational teams.
Experience with Google docs. Specifically Google spreadsheets and
Team Player - Understands and contributes to team goals, promotes
teamwork and cooperative working relationships.
Excellent and diverse technical background, experience of financial
applications, iOS and Android mobile applications and web/app tier
Understanding of the software development life cycle and experience
transitioning releases into live operation.
Experienced in the production of stakeholder documentation and
presenting at all levels to diverse audiences.
Client Focused - dedicated to understanding and meeting the
expectations and requirements of internal and external clients;
understands and strives to meet client requirements in an efficient
and constructive manner and acts with the client in mind.
Availability Focused & Problem Solver - recognizes the need to
restore services quickly and effectively, uses logic to solve
problems; exhibits sound and timely analysis and judgment; does not
avoid problems; identifies problems and brings forward alternative
solutions; includes appropriate people when conducting research and
Influencing & Communicating - ability to use formal and informal
written and/or verbal communication channels to influence others;
articulates ideas and thoughts clearly both verbally and in
writing; able to influence without the power of position; gets
things done through formal and informal channels and networks.
Demonstrated experience using Jira and Confluence.
Dynamic and self-motivated - able to work on their own initiative
and deliver the objectives required to maintain the operational
Experience/knowledge of the financial services industry.
Experience working with Product and Development teams
Experience with priority management of large queues, or multiple
Ability to work under a high pressure environment
3+ years of experience in a Problem Management or similar role
Familiarity with various online banking applications and
understanding of third party integrations are strong plusses.
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. Did
you know every Alkamist has ownership in Alkami? We also have on
and off site employee events and activities.
Work Authorization: We cannot offer employer sponsorship at this
time; candidates must be eligible to work in the US for full-time
Recruiters: We are not looking for outside recruiting firms to help
us in this search - we know who you are and we love you, but we
don't need you right now.
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.
Keywords: Alkami Technology, Plano , Technical Problem Manager, Executive , Plano, Texas
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