Technical Operations Engineer

GreenSky®; Sandy Springs (GA); Remote; USD 80,000 - 110,000; Full time

Job summary

GreenSky is looking for a Technical Operations Engineer to monitor and resolve IT issues within a control center. This remote role involves critical systems oversight, assistance in incident responses, and communication to ensure service quality. Ideal candidates will possess strong communication abilities and a proactive attitude towards problem resolution.

Benefits

Medical insurance

Vision insurance

401(k)

Paid paternity leave

Paid maternity leave

Disability insurance

Tuition assistance

Qualifications

• Excellent written and oral communication skills.
• Self-motivated and accountable for issue resolution.
• Strong understanding of monitoring tools and systems.

Responsibilities

• Monitor system performance for all mission-critical applications.
• Act as a liaison between business and IT.
• Respond to incidents and manage communications effectively.

Skills

Communication

Ownership

Self-motivation

Tools

Splunk

WVD

Application Performance Monitoring

Job description

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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.

Location: Remote.

Duties and 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
• 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:

• 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:

• Splunk – JQL
• WVD
• 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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering, Information Technology, and Analyst

• Industries

  Financial Services and Consumer Services

Referrals increase your chances of interviewing at GreenSky by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid paternity leave

Paid maternity leave

Disability insurance

Tuition assistance

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