IT Ops Center Technician - 3rd Shift

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Job Description

GENERAL FUNCTION: Responsible for operational monitoring, support and incident management for the enterprise-wide network, systems, and applications with a focus on availability and performance.Escalate issues to internal and external support teams and assist with troubleshooting. Focus on real-time information and indicators to maintain situational awareness and identify any potential issues that may negatively impact our customers or employees. Strong technical writing skills are required to author communications that are sent out to Fifth Third user community and leadership about IT outages or performance issues and the impact on the business and our customers. 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 ensures that actions and behaviors drive a positive customer experience. Candidate will have the opportunity to work across a wide variety of IT issues and learn about many different technologies; with the opportunity to grow into more advanced roles.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Incident Management - manage bridge, on call engagement, escalations, notifications, and communications
• Provide "proactive reaction" by acting upon alarming data before system outages occur; and be aware of incidents before the customer makes an inquiry
• Provide system and application access management support impacting production
• Monitor network connectivity and performance; drive outage/degradation resolution with telco carriers to minimize customer impact
• Provide system and application monitoring, diagnosis while engaging Tier II and III support teams for assignment and resolution
• Drive resolution of Moderate and High incidents within SLA

• Monitor the network for operating issues involving failures, degradation, and event correlation. Take corrective action to ensure connectivity and minimize downtime
• Responsible for documenting issues / resolutions via ServiceNow ticket system for present / future reference
• Provide first line troubleshooting support for corporate data center - Windows servers, SQL, VMware, UNIX
• Assist in maintaining technical documentation and standard operating procedure manuals including online media
• Assume additional responsibilities as assigned

SUPERVISORY RESPONSIBILITIES: None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Associates Degree and 3+ years of experience or equivalent combination such as bachelor's degree and 1+ years' experience or no degree and at least 5 years in a help desk / service desk, customer service, or NOC technician type role
• Strong communication skills, both verbal and written
• Ability to demonstrate basic problem solving, and answer technical questions passed on by less experienced staff
• Must demonstrate ability to work with others and promote a strong working relationship in the IT Command Center and with other Departments
• Must be able to work shifts, days, nights, evenings (depending on shift schedule)
• Continuous improvement and Customer Centric Mindset
• ITIL and/or Lean Six Sigma Certification preferred
• This position is 3rd shift Sunday through Thursday

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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.