Overview: Are you passionate about your work? Are you looking to take the next leap in your career? Are you looking for an energetic start-up environment with the security of a profitable, growing public company? Are you looking for Life/Work balance? Are you looking to be a key contributor in the World’s leading Anytime/Anywhere Payment Network? If you answered ‘Yes’, please read on…your career is at Blackhawk Network and we want to talk to you! Blackhawk Network’s software solutions underpin our success and include world-class transaction acquisition, switching and routing, real-time settlement, pre-paid card processing, fulfillment and business analytics components. State of the art consumer web sites, emerging mobile apps, and high-speed transaction processing with volume spikes that make Pikes Peak seem small are all part of a challenging and rewarding technology environment. The Blackhawk Network Staff NOC Engineer is responsible for the identification and resolution of escalated high-severity incidents within the entire Blackhawk production infrastructure. This position supports a 24x7x365 operation as part of the Technology Service Operations organization. The position is responsible for hands–on technical troubleshooting, escalation, delivering complete, accurate communication internally and externally and will be required to work closely with Infrastructure, Engineering, Site Reliability, Change Management, Partner Support, vendors and partners to facilitate resolutions. Responsibilities:

  • Oversee and manage the functionality of applications, batch processes, networks and infrastructure components ensuring the highest possible availability and drive timely resolution of incidents or technical escalations to meet established SLA’s.
  • Timely triage and escalation of issues to the appropriate support teams, validating proper severity and taking appropriate actions.
  • Managing escalated incidents reported to OCC including timely and accurate documentation of actions taken and steps involved to resolve. Managing incidents include problem assessment, research, escalation and resolution task management.
  • Accurate and timely communication of incidents/outages to both internal and external audiences including notification to partners, business owners and stakeholders using standardized methods.
  • Immediate error detection and effective troubleshooting using available tools to ensure critical incidents are identified and resolved with minimal time lost.
  • Identify and research recurring issues and work closely with platform owners and support teams on long-term remediation plans.
  • Review or develop effective procedures to support existing or future functions.
  • Review existing and proposed runbook instructions to ensure coherence.
  • Attend operational meetings and provide weekly/monthly/quarterly management reports as requested.

  • Work special assignments as requested. Qualifications:

  • 5-7 years of hands-on technical experience in a support role, preferably within a NOC environment.
  • Working knowledge of networking concepts.
  • Ability to navigate within Windows and Linux environments, including but not limited to shell scripting, Windows service management, vi, netstat and telnet, etc.
  • Understand key concepts within the Networking, Storage and Database technologies.
  • Experience/knowledge of running SQL DB queries desirable.
  • Strong customer service orientation is a must.
  • Working knowledge of the concepts of Incident Management including Root Cause Analysis.
  • Desire and aptitude to work in Operations Control Center with technical support related work.
  • Strong problem solving and technical trouble shooting skills.
  • Team player with a “can do” attitude and strong drive to learn is necessary to succeed in this position.
  • Proven ability to work under pressure.
  • Ability to work non-standard hours and flexibility in schedule including being on-call periodically.

  • Strong understanding of incident tracking/ticketing system (TRACE/Service-Now, etc).

  • Excellent verbal and written communication skills are critical.

  • Previous leadership, management roles helpful. Education:

  • 4 year College Degree in Computer Science or Information Technology Management or equivalent work experience. Blackhawk Network is an Equal Opportunity Employer. Blackhawk Network believes that diversity leads to strength.

Desired Skills and Experience

See application page for details