Description

Position Profile:

This full-time position in our Technology Operations Center is ideal for a candidate with a background in infrastructure technology, with multiple skills including Networking, Storage, Compute/Server, Virtualization, Public Cloud engineering and an operational mindset.

The Senior Operations Center Engineer will primarily work first shift, but optionally may work second or third shifts as needed for coverage or problem resolution. Current shifts available include the first shift (7am-4pm), second shift (3pm-11pm) and third shift (11pm - 7am EST).

Responsibilities

This position is responsible for providing third level support and troubleshooting of a wide variety of technology issues, as well as clearly documenting and communicating these issues to technical teams and leadership.

As an Engineer III, Technology Operations Center, you will play a critical role monitoring and diagnosing using event-based management for the organization's technology operations. You will handle major incidents escalated from the operations team and be a specialist in monitoring, troubleshooting, and diagnosing incidents. Working alongside a team of highly skilled engineers and technicians, you will monitor, diagnose, and troubleshoot infrastructure leveraging your experience and technical expertise to ensure the stability of Citizens business operations.

Perform proactive monitoring of operational elements and alerts to identify those components/elements that are causing or may lead to service degradation or failure

Monitor the systems and applications for events and outages, create and route tickets to the appropriate engineering teams, and communicate/escalate events and outages to management

Interact with engineering teams and leadership in support of both routine and reactionary monitoring situations via email, tickets, and phone

Provide deep analysis of data from various sources

Logging into a wide variety of systems, including Windows, Linux, Storage Devices, AWS, Azure, VMWare, and Networking devices

Lead and review solutions recommended by Tier II and I engineers

Help establish and document escalation procedures for troubleshooting steps

Create tickets, logs, and reports that document actions taken, and any information collected

Provide deep analysis of log data from various sources

Collaborate with other engineering and IT teams to resolve incidents in stated SLA's

Offering Tier II technical support; leveraging knowledge of analysis and performance evaluation to provide senior level support

Assisting with the resolution of escalated tickets; offering senior support to IT service operations

Auditing technical support tickets; documenting patterns and trends as they emerge to proactively reduce downtime

Required Qualifications

Knowledge of one or more of the following:

o VMWare ESX and Linux technologies

o Networking technologies, protocols, and concepts

o Storage technologies

o Operating Systems and diagnostic commands

Ability to identify and understand issues, problems, and opportunities often with limited information, and make appropriate and timely decisions

Thorough and resourceful in completing tasks independently

Excellent written and verbal communication skills

Ability to exercise a high degree of good judgement and independence while evaluating emergency and non-emergency situations

Strong customer service skills

3-5 years of working experience in network engineering, systems administration, or related field; experience troubleshooting and problem resolution

Experience engaging and collaborating with engineers or other technical personnel proactively and reactively as needed for problem determination and resolution

Desired Qualifications

Experience with Monitoring Tools

Working experience in the financial services industry

Microsoft and Cisco coursework and/or certifications

Knowledge of TCP/IP networks

Education and Certifications

Bachelor's degree in Computer Science, Computer Engineering or related discipline or relevant experience

Pay Transparency

The salary range for this position is $113,120- $169,680 per year plus an opportunity to earn an annual discretionary bonus Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit .

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family statparenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.
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