Technical Operations Administrator

GreenSky LLC; Atlanta (GA); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading technology company in Atlanta is seeking a TOC Administrator for their Technical Operations Center. This role involves monitoring critical systems, coordinating incident responses, and providing proactive communication to teams. The ideal candidate will have strong technical writing skills and a proactive approach to troubleshooting. Opportunities for professional growth are available in this remote position.

Qualifications

• Ability to act as a liaison between IT and business.
• Experience with troubleshooting and technical support.
• Knowledge of monitoring tools and incident response processes.

Responsibilities

• Monitor system performance and escalate issues as needed.
• Act as a single point of contact for technical issues.
• Manage incident reports and follow up on outages.

Skills

Excellent written and oral communication skills

Self-motivated

Tools

Azure

Splunk

Linux systems administration

Application Performance Monitoring

Job description

Overview

About GreenSky

GreenSky, LLC, headquartered in Atlanta, is a leading technology company Powering Commerce at the Point of Sale for a growing ecosystem of merchants, consumers, and banks. GreenSky’s highly scalable, proprietary and patented technology platform enables merchants to offer frictionless promotional payment options to consumers, driving increased sales volume and accelerated cash flow. The GreenSky Program is operated on behalf of, and financing is offered and made by, federally insured, federal or state chartered financial institutions, which leverage GreenSky’s technology to offer and make loans to primarily super-prime and prime consumers nationwide. Since GreenSky’s inception, nearly 6 million consumers have financed more than $50 billion of commerce using GreenSky’s real time “apply and buy” technology.

Position Summary:The GreenSky Technical Operations Center (TOC) is a control center for monitoring critical production systems. As a TOC Administrator, you will be responsible for monitoring systems and coordinating incident responses to resolve enterprise-wide technical issues. You will provide continuous monitoring of GreenSky's infrastructure and will investigate, verify, report, communicate, and escalate any issues. Strong technical writing skills are required to author communications sent to the GreenSky user community and leadership about outages, upgrades, IT challenges, etc. You will also work with technical teams to write up outage summaries and Root Cause Analysis (RCA) reports for senior management to understand the business impact and corrections to prevent future occurrences. This role offers the opportunity to work across a wide variety of IT issues and learn about many different technologies, with the potential to grow into more advanced roles.

Schedule: 2nd Shift 3 PM - 12 AM, Monday – Friday, rotating weekends

Location: Alpharetta (Currently 100% Remote)

Duties & Responsibilities

Customer Service:

Act as a single point of contact and liaison between the business and IT, as well as between multiple IT groups.Take ownership of problematic issues and manage them until completion, engaging the appropriate support groups to ensure timely resolution.Maintain a general understanding of the business and functions being supported to provide relevant solutions.Maintain awareness of service level agreement targets to help meet or exceed requirements.

Diagnose, Research & Resolve Support Requests:Respond to support requests made via telephone, e-mail, and ticketing portal to resolve technical issues.Route tickets to the appropriate support group and alert team members to action items as needed.Perform basic troubleshooting and document steps taken within the ticket.

Monitoring:Monitor system performance for all mission-critical applications to identify trends and gather data.Identify recurring and potential problems to escalate situations to senior team members.Respond to alerts and notifications, open severity tickets, and manage bridge lines during outages.Send incident reports to the business and IT with updates on all system degradation and outages.

Deployments:Perform smoke tests to ensure all systems are operational.Escalate to senior management immediately if a checkpoint fails or rollback is required

Required Skills/Qualifications

• Excellent written and oral communication skills. Always maintain a professional and respectful tone with all customers, both internal and external.• Understand the importance of taking ownership of an issue and being accountable for escalating, following up, and sending out updates in a timely fashion.• Self-motivated individual determined to further their career by utilizing downtime for studying and improving knowledge and understanding of monitoring tools.

Preferred Skills:• Azure• Splunk – JQL• WVD• Logging & Monitoring Systems• Linux systems administration• Application Performance Monitoring

GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.