Senior Associate IT Operations Specialist

About This Role

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

What You’ll Do 

Responsible for being a member of the IT Operations team managing multiple systems and tools. Monitors Critical/Core systems and sounds the alarm when needed. Capable of training junior members of the team as well as acts as an escalation point. Has extensive knowledge of many key systems and tools and a full understanding of operational procedures. Works with other members of the IT Operations team to manage and support Critical/Core systems and applications. Authors operating procedures and is a point person for codifying processes in support of new applications/technology.  Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

Schedule: Friday, Saturday, Sunday, Monday - 7am - 5:45pm EST

How You’ll Do It

• Drive major incidents to resolution
• Lead/moderate calls and direct resources to first mitigate, then resolve  
• Identify what resources are needed, engage/delegate
• Listens to differing opinions/knowledge and sets direction
• Communicate status to leadership
• Escalate when warranted
• Perform postmortems, review successes, and recommend improvements 
• Work with teams to improve Observability
• Be available for on-call rotation
• Monitors Critical/Core systems delivering services to business units and customers. Performs maintenance tasks, user enrollment in systems, etc. 
• Analyze events and take actions to mitigate incident impact immediately. When needed determine the next level of support and engage via RRT calls. Direct participants in corrective action. 
• Assists on Change Management tasks including validation steps and monitoring overall progress. Engage teams as requested. Communicates (verbal/written) to both internal and external entities information on system availability, performance, and impact. 
• Sends alert communications within the CSMP guidelines to BT and Business management. Creates timelines post incident/change activities. Produces Ready for Business and End of Day reporting. 
• Performs maintenance tasks, user enrollment in systems, etc. 
• Provides guidance to Novice Specialists. Use SME knowledge in Incident Management policy and procedures. 
• Participates in planning activities for future work such as change events. Authors and reviews SOP’s and system documentation, procedures as required. 

Minimum Qualifications 

At a minimum, here’s what we need from you: 

• Associate’s degree in computer science or related 
• 2+ Years Experience IT Computer Operations, IT Customer Service or related 
• In lieu of a degree, 4+ years of experience in IT Services or related experience 

 

Physical and Cognitive Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.
•  No required movement about the work environment to complete the major responsibilities of the job.
• Primarily performed indoors in an office setting.
• Ability to operate office equipment such as but not limited to computer.
• Ability to communicate verbally.; Ability to communicate in written form.

 

Preferred Qualifications 

Bonus Points If You Have: 

• 4+ years of experience in IT Computer Operations, IT Customer Service or related 
• ITIL certifications   
• Familiarity with ServiceNow, Datadog, Catchpoint

Discover will not sponsor or transfer employment work visas for this position.  Applicants must be currently authorized to work in the United States on a full-time basis.

Application Deadline:

The application window for this position is anticipated to close on Nov-30-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:

The base pay for this position generally ranges between $60,000.00 to $93,200.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave

• Paid Time Off

• 401(k) Plan

• Medical, Dental, Vision, & Health Savings Account

• STD, Life, LTD and AD&D

• Recognition Program

• Education Assistance

• Commuter Benefits

• Family Support Programs

• Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com.

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.