Under the direction of the Manager of Network Infrastructure Operations, manage a team of Network/Security Infrastructure Operational Engineers/Technicians, responsible for the overall day-to-day Event and Incident Management functions at Citizens.
Responsible for network infrastructure operations and ensures that the Citizens network operations team continually delivers professional and timely resolution to all client issues while adhering to established Services Level Objectives (SLOs). Responsible for managing personnel, team schedules, assisting the team in prioritizing daily workload, being an escalation point for complex issue resolution, and ensuring all tasks are completed correctly and in a timely manner.
The Senior Network Operations Engineer will be responsible for maintaining the appropriate mix of human resources, and IT skills needed to manage the Business IT service infrastructure and investments. The Senior Engineer is responsible for supporting the hiring and supervision of the operational technical staff, reviewing their outputs and supporting the manager with establishing technical procedures and related policies. This position supports 24/7 Network Infrastructure Operations, requiring the flexibility to work across all three shifts as required. The Team Lead should be well versed with ITIL framework and well versed in trouble shooting, escalations, event, and incident management functions. The Senior Network Operations Engineer provides escalation and technical support, fast and accurate response to all monitoring alerts, ensuring the repair or escalation of issues as appropriate for all network and security related events and incidents. The Senior resource will also work to mentor engineers and technicians on proper handling of various incidents and related events within the infrastructure. The Senior Network Operations Engineer will also manage the mentoring of the Operations Technicians and Engineers and Tier 1.5 staff regarding existing and newly introduced technologies to efficiently manage the quick identification and resolution of service impacting events within the environment. The Network Operations Engineer will strive to maintain the highest level of customer service for both internal and external customers by facilitating timely and accurate communications of network issues. This position supports 24/7 Network Operations, requiring the flexibility to work across all three shifts as required. The Senior Network Operations Engineer will also function as the key liaison to the network and security architecture teams, and will be the technical representative for the Problem Management and major incident process. All new technologies introduced into the environment will also be reviewed by the Senior Network Operations resource in order to develop on-boarding technical procedures and allow for the proper instrumentation within the operational tooling.
Primary responsibilities include:
Education, Certifications and/or Other Professional Credentials:
Hours & Work Schedule
Hours per Week: 40
Work Schedule: M-F 8-5
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment Opportunity
It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries.
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