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Fifth Third Bank, N.A. NOC Technician in Grand Rapids, Michigan

Make banking a Fifth Third better®We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

  • 3rd Shift - 12:00 am - 8:30 am – Sunday-Thursday

GENERAL FUNCTION:

Accountable for enterprise wide application and infrastructure monitoring and incident management. Ensure circuit availability, testing of troubled circuits, restoring and driving the resolution of circuit outages, ensuring that our vendors are taking appropriate steps for LEC and area outage resolution. Provide first and second level support and escalation for Data Center Operations, UNIX, Windows Server and Cloud environments. Investigate and resolve operational problems in collaboration with level three technical personnel. Analyze and work to resolve complex network operating issues, including failures and service level degradation. Take corrective action to ensure connectivity and minimize downtime of network and application services and facilities.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensure that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Monitor the network for operating issues involving failures, degradation, and event correlation. Take corrective action to ensure connectivity and minimize downtime, while engaging other teams as needed.

  • Identify and prioritize circuit repair issues in accordance with established procedures. Coordinate timely dispatch and escalate open issues with vendors.

  • Responsible for documenting issues / resolutions via remedy ticket system for present / future reference.

  • Support a 24x7 system monitoring service to proactively identify and assess problems before the customer reports them.

  • Coordinate and facilitate conference bridges as part of event management. Document and display real-time status updates.

  • Author reports, participate in incident review meetings, routinely follow up on long-term problems, prepare data for status/findings.

  • Provide "proactive reaction" by acting upon alarming data before system outages occur; and be aware of incidents before the customer makes an inquiry.

  • Assist with incident escalation and communication with functional lines of business and IT Senior Management as needed.

  • Provide first line troubleshooting support for corporate data center – Windows servers, SQL, VMware, UNIX, Share Point, and Exchange servers.

  • Proactively monitor digital application KPI’s to minimize customer impact

  • Assist in maintaining technical documentation and standard operating procedure manuals including online media.

  • Complete work assignments in conjunction with senior staff members.

  • Provide system and application access management support.

  • Assume additional responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES: None

  • MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

  • Associate’s degree in related field or equivalent of 1-3 years’ experience in a network operations environment.

  • Strong communication skills, both verbal and written. Must have the ability to speak to multiple people at varying levels within an organization and of varying technical backgrounds.

  • Ability to demonstrate basic problem solving, and answer technical questions passed on by less experienced staff.

  • Desire to learn and develop all necessary technical skills.

  • Strong analytical thinking.

  • Creatively solve problems.

  • Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.

  • Experience using NOC and Monitoring Tools such as SolarWinds, Splunk, EM7, Dynatrace, SiteScope.

  • Experience using ITSM products. (i.e., Remedy or ServiceNow) CRQ/WO/INC/KMS management.

  • Relevant knowledge of current and emerging technologies.

  • ITIL and/or Lean Six Sigma Certification preferred.Experience in Cloud technologies & Cloud monitoring.Experience multitasking in a fast paced work environment.

  • Experience with Event Management during outage/degradation situations.

NOC Technician

LOCATION -- Grand Rapids, Michigan 49508

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

Fifth Third Bank, National Association is one of the top-performing banks in the country, with a history that spans more than 150 years. We’ve staked our claim on looking at things differently to make banking a Fifth Third better. This applies to our relationships with customers and employees alike.We employ about 18,000 people while offering:• A chance for employees to build their future, with supportive career development and comprehensive health and financial wellness programs.• An environment where we win together by celebrating achievements and working collaboratively.• An opportunity to make a difference in a positive and lasting way. Everything we do is geared toward improving lives.We’re proud that Fifth Third is a warm and caring place to grow – as a customer and as a team member.

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