Manager, Service Delivery

Early Warning Services Apache Junction, AZ 2018-12-14

A Great Place to Work


Last year, we transformed the P2P payments industry with Zelle. 247-million transactions and $75-billion later, consumers love us as much as our amazing team of talented people. Come join the most INNOVATIVE FinTech company in Arizona.



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

  • Build detailed understanding and ownership for all assigned systems/platforms.
  • Perform day-to-day oversight for assigned platform/system performance
  • Adhere 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
  • Provide 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
  • Successful delivery of releases, 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.


Candidates responding to this posting must independently possess the eligibility to work in the United States at the date of hire.


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.



Early Warning is an equal opportunity employer that takes affirmative action to employ, and advance in employment, qualified minorities, women, individuals with disabilities and covered veterans.

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