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 onboarding technical procedures and allow for the proper instrumentation within the operational tooling.
Provides technical and Tier 3 escalation support and oversight, as well as monitor day to day operations of network and security infrastructure.
Performs proactive review of the infrastructure to identify issues/concerns that could impact uptime and performance.
Primary liaison to architecture teams (Representing Operations)
Interprets monitoring console messages/alerts and performs required actions.
Performs network problem isolation and determination
Uses and invokes network diagnostic aids and tools – Makes suggestions to further improve current/planned instrumentation.
Provides input to team training plans within the operational environment.
Provides feedback to Manager of Network Infrastructure Operations on the technical progress of Engineer/Technicians within the operations team.
Initiates corrective action, where required, within scope of knowledge and authority.
Implements and/or approves network bypass/recovery/backup procedures as required.
Perform proactive investigation and resolution of event related triggers within the environment
Keeps up-to-date on technology supported by the network operations team and ensures familiarity with new technologies that may be supported by the operations team in the future.
Support Change Control review and preparation within the operations team
Act as liaison to Change Control Team to review/approve proposed changes within the environment
Reviews knowledge management information inputted by Network Technicians and Engineers team prior to posting
Mentors and provides direction to Network Operations Engineers, Technicians and Tier 1.5 Team
Operations representative for participation in the Problem Management Process.
Experience as manager or team lead of experienced individuals in a complex environment.
Detailed experience of troubleshooting a variety of network and infrastructure products, technology and configurations.
At least 8 to 10 years of internetworking experience with Routers, Switches, WAN, LAN, TDM, VoIP, Telecomm, and other internetworking technologies.
Familiarity with telephony, Voice and Video over Network technologies (e.g. VoIP).
Detailed knowledge and understanding of TCP/IP—addressing, routing protocols (BGP, OSPF, MPLS, etc.), and transport protocols (UDP and TCP).
Detailed knowledge and hands on experience in troubleshooting routing protocol issues including BGP, OSPF
Experience of working with Telco and network service providers (TDM, Ethernet, DWDM, MPLS)
Knowledge and experience working with F5 Load Balancers
Working knowledge and experience of firewalls (Palo Alto, Cisco), IDS/IPS, VPN and Internet Proxies advantageous
Strong Knowledge of Systems, Servers, Storage and Virtualization technologies.
Professional Level network certification/training programs
Understanding of network performance analysis and capacity planning best practices.
Knowledge with network services such as DNS, DHCP, NTP and Authentication (RADIUS & TACACS)
Familiar with database technologies e.g. SQL and Oracle
Familiar with the use of monitoring, management, diagnostic tools and the SNMP protocol
Understands vendor and industry standards and procedures for their respective technical specialty.
Able to effectively operate as self-managing and self-starting.
Possesses good communication and interpersonal skills.
Believe in providing the highest quality of service and strive for efficiency.
Willing to be flexible with the Network Operations work schedule to support multiple shifts.
Understanding and conversant with escalation, ITIL based Event, Incident, Problem and Change Management processes and procedures.
ITIL certification a plus
Unix and/or VMWare Experience
Advanced Level professional certifications/training (CCIE)
SDWAN Platform Experience
Programming and Scripting related background
Project management experience preferred
ITIL Training or Certification
Bachelor's or advanced degree in business or a related technical field preferred. Relevant work experience may be substituted in lieu of degree.
- THESE POSITIONS MAY BE LOCATED IN ONE OF THE FOLLOWING LOCATIONS: – Cranston, RI / East Providence, RI
Hours & Work Schedule
Hours per Week:
Monday - Friday 9:00 am - 6:00 pm
Why Work with 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 and Opportunity Employer/Disabled/Veteran
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 Opportunity & Affirmative Action Employer Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.