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Technical Problem Manager

Company: Alkami Technology
Location: Plano
Posted on: November 23, 2021

Job Description:

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, caring-collaboration, transparent-communication, 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.
Position Overview
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 technology.
Perform weekly reviews of Service Operations to discover, recommend, and implement solutions for issues determined through your reviews.
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 internal departments.
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 review.

Qualifications
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 Google Presentations.
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 architectures preferred.
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 analysis.
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 service.
Experience/knowledge of the financial services industry.

Desired Skills
Experience working with Product and Development teams
Experience with priority management of large queues, or multiple active projects
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 employment.
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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