Our Ability Jobs

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 operational mindset.

The Engineer IV/Shift Lead, Technology Operations Center may work first, second or third shifts as needed for coverage or problem resolution. Current shifts available include first shift (7am-4pm), second shift (3pm-11pm) and third shift (11pm - 7am EST).

Responsibilities

This position is responsible for providing senior 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 a Senior Engineer IV of the Technology Operations Center, you will be the lead point of contact for daily operations and incident coordination. Leading a team of highly skilled engineers and technicians, you will use event-based management to oversee monitoring, diagnosis, and troubleshooting to ensure the stability of Citizen’s operational infrastructure and business.

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

• Assist with shift scheduling and help determine team direction by communicating objectives and service expectations from management

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

• R oute tickets to the appropriate engineering teams, and communicate/escalate both routine and reactionary events and outages to management via email, tickets and phone in stated SLA’s

• Mentor and offer senior support to IT operations engineering teams to assist with ticket escalation and resolution

• Offer Tier IV technical support leveraging knowledge of analysis and performance evaluation

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

• Help establish and document escalation procedures for troubleshooting steps

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

• Perform work in adherence to strict compliance policies and standards

  Required Qualifications

• Knowledge of one or more of the following:

• VMWare ESX and Linux technologies

• Networking technologies, protocols, and concepts

• Storage technologies

• Operating Systems and diagnostic commands

• Scripting Language (PowerShell, Bash, Python, Perl)

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

• Ability to track issues and identify possible trends for mitigation

• Thorough and resourceful in completing tasks independently

• Excellent written and verbal communication skills

• Build, Enhance and Maintain runbooks / playbooks

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

• Strong customer service skills

• Ability to execute changes with minimal supervision in accordance to policy and procedure

• 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 https://jobs.citizensbank.com/benefits.

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 status/parenthood, 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