Alkami is a leading cloud-based digital banking solutions provider for financial institutions in the United States that helps clients to transform through retail and business banking, digital account opening and loan origination, payment fraud prevention, and data analytics and engagement solutions. Alkami’s Mobile App Platform has been certified by J.D. Power for providing clients with “An Outstanding Mobile Banking Platform Experience.”

Founded in 2009, we continue to be recognized for our intentional culture and tremendous growth (Best Place to Work in Fintech; Best & Brightest to Work For Nationally; and Comparably’s Best Company Culture, Best Career Growth, Best Engineering Team, and Best Places to Work in Dallas, among others). Through our bold investments in technology and people, we empower our clients to grow confidently, adapt quickly, and build thriving digital banking communities through tailored experiences for over 19.5M users.

As a remote-first company, most of our positions can be remote in the US, except for key roles, which will be indicated in the Job Title.

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The Associate NOC will be responsible for monitoring, responding, and escalating incidents during their
schedule. The Associate NOC will have exceptional communication and customer service skills as they
will be the first point of contact with both customers and Alkami during the start of an incident and will
keep the customer informed of the status as the Incident moves towards a resolution.

This will be for Shift A: Sunday-Tuesday Alternating Saturdays, 7:00pm to 7:00am CST

Duties & Responsibilities

• Shift based 24×7 proactive monitoring of the Production Services
• Utilize our monitoring solution, New Relic, and associated dashboards
• Utilize the MIM process for SEV1 / SEV2 issues to engage customer and appropriate Alkami resources to resolve issues
• Utilize testing framework for release validation
• Perform after deployment checks of new releases and maintenances performed by SRE
• Perform hourly checks per process to proactively identify issues in system
• Provide communications to external parties utilizing phones, email, and Alkami’s Statuspage tooling
• Identify previous shift maintenance to be able to relay changes during MIM incidents / or to be fully prepared for testing releases (night shift)
• Prepare handover for next shift ensuring proper knowledge is transferred to incoming team
• Quickly identify issues in Production and swiftly enact MIM process to ensure quick communications to clients when issues occur
• Communicate accurately, clearly, and effectively in writing, in person, and on the phone
• Remain calm in trying situations
• Work Service Desk tickets such as maintenance page requests, whitelist requests, network
• consultations and DR tests

Qualifications:

• Strong communication and interpersonal skills, both written and verbal
• Customer service skills
• Ability to demonstrate troubleshooting skills and critical thinking
• Works effectively as a team member in a team-oriented and collaborative environment
• Shows initiative and acts independently to resolve problems
• Work designated shift (including holidays where these fall into your shift pattern) as part of a NOC team

Desired Skills:

• Ability to negotiate and diffuse emotional situations
• Ability to draft simple procedures and KB articles
• Basic knowledge of Finance Technology industry
• Knowledge of Jira or a similar ticketing system
• Familiarity with Google docs or Microsoft Office

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, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.

Work Authorization: We cannot offer employment 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. Thank you for understanding.

Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.

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.

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J.D. Power 2024 Mobile App Platform Certification ProgramSM recognition is based on successful completion of an audit and exceeding a customer experience benchmark through a survey of recent servicing interactions. For more information, visit jdpower.com/awards.