Lead Technical Operations Analyst

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🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $96.1k - $135.7k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Empower

WebsiteLinkedInAll Job Openings

10,000+ employees

💸 Finance

💳 Fintech

👥 B2C

Finance • Fintech • B2C

Empower is a leading provider of financial services focused on helping individuals and organizations achieve financial freedom through retirement planning and investment management. Serving over 19 million Americans, Empower offers a comprehensive suite of finance-related services, including smart planning and investment advice, and tools like the Empower Personal Dashboard™ for a complete financial view. The company is renowned as a top retirement plan provider and works closely with personal investors, workplace plan savers, plan sponsors, and financial professionals. Empower is also recognized for initiatives in Diversity, Equity, Inclusion, and has a social commitment that bolsters community impact.

📋 Description

• Provide production support for and automation of financial services production processes • Coordinate and oversee production processes for EASY applications to ensure compliance with regulatory and client Service Level Agreements • Respond to and mitigate production-critical program failures • Perform root-cause analysis and identify automation opportunities • Provide customer service and model best practices for less senior team members • Advise the manager on team and initiative status • Create, schedule, and monitor back-end applications for transactional processing using the CA Workload Automation tool, AutoSys • Monitor and maintain the EASY Workload Automation Tool to ensure timely processing of financial transactions • Monitor production performance of back-end processes and mitigate program failures • Escalate major system issues to other support teams in the organization • Respond to service ticket requests from business users, system developers, and clients • Use a service ticketing system to respond to requests for assistance regarding transaction processing • Access the EASY system code base and databases to investigate program failures • Communicate with development teams to report production issues and risks • Advise on and work on or lead strategic initiatives to mitigate or alleviate back-end application issues • Present automation opportunities to developers on the team • Operate independently with significant latitude for actions or decisions • Direct team priorities in critical situations • Resolve most questions and problems independently • Lend knowledge and expertise to troubleshoot complex issues in cooperation with colleagues • Assist less senior team members with decision-making and may override their decisions when necessary • Work closely with counterparts in Bangalore and offshore resources • Provide excellent internal and external customer service • Complete other duties as assigned • Work occasional overtime and weekends when covering offshore resources.

🎯 Requirements

• 9 years of experience providing production support for a back-end, transactional processing system • 6 years of experience configuring and monitoring program execution in a workload automation tool • 6 years of experience providing technical support for an enterprise software system in a customer-facing role • 4-6 years of experience business analysis • Ability to analyze trends in system issues and recommend solutions or mitigations • Ability to communicate in a friendly and professional manner with customers and colleagues • Ability to remain calm in stressful situations • Ability to quickly and efficiently troubleshoot system-critical program failures • Ability to write user-friendly explanations of technical functionality • Knowledge and understanding of technical troubleshooting methods • Knowledge and understanding of workload automation systems • Knowledge and understanding of UNIX operating systems, including familiarity with shell scripting, C/Korn, and Perl • Knowledge and understanding of back-end system processing, including databases and programs • Knowledge and understanding of SQL and PL/SQL • Customer focus, including listening, patience, empathy, authenticity, proactivity, and perseverance with external and internal customers • Ability to deliver optimal solutions in a timely manner while balancing customer needs with the best interests of the organization • Ability to maintain a positive approach despite challenges, constraints, or customer emotions • Ability to build collaborative and cooperative relationships and effectively manage conflict • Ability to build trust with coworkers, managers, partners, and customers through inclusiveness and appreciation for diverse backgrounds, cultures, thoughts, and experiences • Ability to operate with integrity and communicate respectfully in language, writing, and actions • Ability to support the success of others, provide encouragement, and celebrate wins • Ability to address conflict openly and respectfully through proper channels • Ability to adapt to changing events and priorities • Ability to remain positive in the face of ambiguity, change, or lack of resources • Ability to take on different responsibilities, learn new technology, and follow new processes • Ability to focus energy and actions on determining possibilities • Ability to use office equipment, including a PC, phone, and copier • Ability to sit for long periods of time and occasionally stand, stoop, reach, pull, and push • Ability to work core hours of 9:00 a.m. to 3:00 p.m. MT • Ability to support team coverage from 6:30 a.m. to 6:00 p.m. MT, including working different hours than a preferred shift when coverage is required • Ability to work in a role with direct impact on transactions where financial risk is involved regarding customer accounts and gains or losses from market fluctuations.

🏖️ Benefits

• Medical, dental, vision and life insurance • Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup • Tuition reimbursement up to $5,250/year • Business-casual environment that includes the option to wear jeans • Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year • Paid volunteer time — 16 hours per calendar year • Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA) • Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.