Senior Systems Support Specialist (Data Center Hardware) at Discover Financial Services

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:

At Discover, be part of a culture where diversity, teamwork, and collaboration reign. Join a company that is just as employee focused as it is on its customers and is consistently awarded for both. We’re all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career. 

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.

Manages development and daily support for systems used at Discover. Oversees multiple projects, which require several cross-functional resources. Position includes defining project requirements, development, testing, implementation and support for projects or systems of responsibility. Maintain a focus on operations, agent readiness and proactively understand and bring awareness to data trends. Manage project prioritization, design, and usability reviews. Responsible for improving customer experiences through tracking, manages and optimizes all customer communication touchpoints. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management. 

Shift: Thursday – Sunday:  10:30pm – 9:00am EST

Responsibilities 

• Independently accountable for identifying and responding to onsite risks and high-priority issues rapidly and effectively, troubleshooting incidents, shift turnover, incident queues, media processing, and escorting vendors.
• Working with the Product Owner, Service Owner, and Subject Matter Experts, validates the context of requirements and executes individual user stories relating to onsite data center systems including critical system installs, data room moves, decommissions, reconfigurations, and onsite data center/data room power down events.
• Independently executes a variety of user stories with different contexts. Actively contributes opinions to design decisions and gains experience in understanding the design trade-offs relating to OSI Model Layer 1 Infrastructure design/implementation/documentation, system automation via CI/CD pipelines and APIs, capacity planning, inventory planning, etc.
• Demonstrates the ability to identify the basic building blocks and components of data centers and OSI Model Layer 1 Infrastructure. Identifies how data center infrastructure moves/adds/changes to software/hardware functionality will impact on-prem data center infrastructure services or components. Applies knowledge of the various facilities and security components in the data center.
• Defines and evaluates team documentation for process improvement.
• Regularly contributes to team agile ceremonies, leads demos and presentations, helps new engineers learn established team norms and participates in technology communities.
• Manages project development process from requirements to implementation with and without Business Technology Project Management assistance. 
• Develops and maintains an effective understanding of systems needs and processes by managing strategies that drive channel health, improved agent processes and optimization. Manages project prioritization.  
• Supports any problems through ticket support, and administers systems as necessary.  
• Acts as a resource for colleagues with less experience, may direct the work of other staff members.  
• Meets with stakeholders to identify and outline requirements that help identify strategies to improve the operation.  
• Advocates on behalf of the field's stakeholders and customers ensuring the implementation of projects have a positive net gain impact overall.  
• Establishes and manages business partner, Product Manager, Product Owner, and cross functional unit relationships. 

Minimum Qualifications 

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

• H.S. Diploma or GED 
• 2+ years Management, project leadership, operational experience, customer service, or related experience 
• In lieu of a degree, 2+ years Management, project leadership, operational experience, customer service, or related experience 

Preferred Qualifications 

Bonus Points If You Have: 

•  1-3+ years’ experience deploying and maintaining complex data center environments (new facility, major facility renovations/expansions)
• Understanding of indoor/outdoor cable plants, including copper cabling, long range/short range fiber optic cabling
• Knowledge of information technology infrastructure components (LAN/WAN/SAN, firewalls, Wintel/Lintel/UNIX servers, storage, roll-on equipment, wireless, DAS)
• Knowledge of EIA/TIA, IEEE, NEC, and ISO standards relating to data centers and structured cabling
• Ability to effectively communicate and collaborate with internal team members and external vendors
• Must be a team player and self-starter
• Strong documentation skills to capture architecture details, procedures, and other relevant data
• Strong verbal and written communication skills
• Bachelor’s degree in CS/CIS/Network/Telecommunications or related field or equivalent work experience
• Data center and/or networking industry certifications preferred
• 4+ years Management, project leadership, operational experience, customer service, or related experience 
• In lieu of a degree, 4+ years of experience in management, project leadership, operational experience, customer service, or related field 
• Agile, Lean, or related project leadership certification  
• SCRUM Master certification 
• PMP  

Layer 1 Technologies

• Layer 1 Technologies (Single Mode, Multimode, Cat 5e, 6, 6A, Direct Attach Cable Assemblies, Optical Transceivers and Transceiver Compatibility, Connectors, Performance Specifications, Deployment Topologies and Methods)
• · TIA-568 (Commercial Building Telecommunications Cabling Standard), TIA-942 (Telecommunications Infrastructure Standard for Data Centers)

Data Center Hardware

• Hardware Platforms (Network, Compute, IoT, AV, End User)
• Common Network Topologies/Common Carrier Infrastructure and Deployment Methods
• Power and Cooling infrastructure layout from generation to rack level
• Rack standards, properties, and selection criteria -Testing & Verification

Data Center Software

• Installations & Upgrades -APIs and System Integration -OS Platforms

Preventative Network Security Hardening

• Administration & Configuration -Installation Instructions -Configuration Standards

Network Configuration and Troubleshooting

• Knowledge of the different types of communication protocols used in a computer network
• Network Monitoring (SNMP, CDP, ICMP) -LAN/WAN/VLANs

System Automation

• Programming Frameworks
• Automation-First Mindset

Data Center Operations

• Operational Support / Process Management
• Data Center and Physical Site Infrastructure
• Power and Cooling Infrastructure/Fire Suppression/Physical Security/Facility Maintenance

Technical Writing

• Writing Skills – Writes clearly, concisely, and precisely
• Editing Skills – Visual needs and Tools of the trade
• Engineering Base – network knowledge and technical jargons

External applicants will be required to perform a technical interview. 

#LI-JJ1

Application Deadline:

The application window for this position is anticipated to close on Sep-29-2024. 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 $65,000.00 to $109,800.00. 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.