Note: The job is a remote job and is open to candidates in USA. Fifth Third Bank is a leading financial institution seeking an IT Operations Center Technician for the 3rd shift. The role involves monitoring and managing incidents across the enterprise-wide network and systems, ensuring availability and performance while providing support and troubleshooting as needed.
Responsibilities
- Lead IT incident bridge calls to resolution by providing on-call engagement, escalations, and written and verbal status updates
- Act on alarming data proactively to prevent system outages and respond to incidents before customer impact
- Support system and application access management in production environments
- Monitor network connectivity and performance; coordinate with telecom carriers to resolve outages or degradations
- Perform system and application monitoring and diagnostics; engage Tier II and III support teams for resolution
- Ensure resolution of incidents within defined SLAs
- Monitor Enterprise wide IT environment for failures, degradation, and event correlation; take corrective actions to minimize downtime
- Document issues and resolutions in the ServiceNow ticketing system
- Provide first-line troubleshooting for corporate data center technologies including Windows Server, SQL, VMware, and UNIX
- Maintain technical documentation and standard operating procedures
- Perform additional duties as assigned
Skills
- Associate's degree and 3+ years of experience, or equivalent combination (e.g., bachelor's degree and 1+ years, or no degree with 5+ years in help desk/service desk/NOC technician roles)
- Strong verbal and written communication skills
- Demonstrated problem-solving ability and capacity to assist less experienced staff
- Collaborative mindset with ability to foster strong working relationships across IT teams
- Flexibility to work assigned shifts, including nights and evenings
- Commitment to continuous improvement and customer-centric service
- ITIL and/or Lean Six Sigma certification beneficial
Benefits
- Participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance
- Comprehensive benefits and differentiated compensation offerings
- Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being
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