Senior Support Engineer, Network Ops Center

How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community?  Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania, and New York.  Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do.  At Provident Bank, we are committed to enhancing our customer and employees’ experience.

POSITION OVERVIEW:

We are seeking an experienced Senior Support Engineer, Network Operations Center. The Network Operations Center is responsible for IT infrastructure observability/monitoring and responding to IT service-related issues to expedite resolution and minimize impact to employee and customer experience. The team ensures maximum possible service availability and performance by identifying, categorizing and responding to application, network and system issues working to meet or exceed established Service Level Agreements. This individual has proven experience in a NOC or Network Engineering role with a broad understanding of network operations and IT infrastructure with proficiency in supporting Windows Server, VMware, and Cisco environment.

KEY RESPONSIBILITIES:

Aert & Incident Management

• Monitor and track alerts from the core network and system services for outages and performance issues and respond to alerts/incidents in accordance with policies and procedures.
• Experience in handling bridge calls and high priority incident management.
• Accurately and efficiently resolve alerts based on respective procedures.
• Effectively escalate unresolved alerts to the appropriate teams and coordinate efforts to resolve the issue.
• Isolates and identifies root cause of problems for network, servers, and applications in conjunction with the infrastructure teams.
• Experience with vendor management in facilitating the resolution of issues.

KPI/Metrics Management

• Work to meet or exceed individual and team-based service level targets.
• Help develop reports and dashboards to provide insights into network health and performance.

Knowledge Management

• Primary lead in ensuring accurate and up-to-date documentation of procedures, and incident response plans by regularly review and update documentation to reflect changes in the environment
• Assist in maintaining documentation including creating and editing support guides, knowledge base articles and runbooks.
• Actively leads, mentors, and motivates team of NOC engineers.

System Management

• Install, configure and maintain system/network monitoring applications.
• Coordinate server and workstation enterprise patching as needed.
• Liaison and lead efforts to expand infrastructure observability platform usage with other business units

Operational Improvements & Other Responsibilities

• Analyze trends and provide recommendations for system/network improvement.
• Provides feedback to team and Management to improve best practices and procedures.
• Continuously evaluate and enhance NOC processes and procedures for incident detection, resolution, and escalation
• Performs other duties and training as assigned to support the continued success of self, team, department, and Company. Available to work occasionally outside of business hours as required by the needs of the business.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree, vocational training or relevant work experience.
• Minimum of 5 years working as NOC Engineer/Administrator or experience in a similar role.
• Minimum of 10 years’ experience in IT field
• Demonstrated proficient knowledge of IP routing, VLANs, ACLs, SDWAN, MPLS, networking equipment, Citrix, VMware, Windows Server OS, Microsoft Exchange, Microsoft/Office 365.
• Demonstrated experience with using and managing network monitoring and observability tools (LogicMonitor preferred.)
• Demonstrated experience with SCCM/MECM reporting and configuration.
• Demonstrated experience with SQL management, maintenance and stored procedures.
• Experience with service management and incident tracking systems (ServiceNow preferred)
• Experience with Patching and Vulnerability remediation for servers and workstations.
• Knowledge of scripting/automation
• Good problem-solving and analytical skills with strong attention to detail.
• Excellent oral and written communication and collaboration skills.
• Sound ability to analyze issues.
• Capable of multi-tasking and prioritization of workload.
• Available to work assigned shifts that fall within team support hours
• Self-starter, able to work independently and ability to handle critical situations
• Proficient with Microsoft Office (Excel, Word, PowerPoint, Project, Visio)
• Experience with cloud-based computing (Azure or AWS) is a plus.
• Experience with Powershell scripting, a plus.
• Familiarity with VOIP Telephony, Zoom Workplace and/or Zoom telephony is desired.
• Knowledge of network monitoring/observability tool configuration and administration (LogicMonitor preferred).

LICENSES AND/OR CERTIFICATES

• Network+ certification
• Cisco Certified Network Associate (CCNA) certified
• Microsoft Windows Server 2019/2022 certifications
• VMware Certified Technical Associate certification
• LogicMonitor Certified Associate (LMCA)
• LogicMonitor Certified Professional (LMCP) a plus

WORKING CONDITIONS:

Work is performed in a normal office environment. Noise levels are usually moderate. This position involves travel to customers and property locations.

• Prolonged sitting
• Lifting from 5 to 10 lbs. (printer paper, storage boxes)
• Occasional bending or overhead lifting (storing files or boxes)
• The hazards are mainly those present in a normal office setting

This job description may not be all-inclusive.  Employees are expected to perform other duties as assigned and directed by management.  Job descriptions and duties may be modified when deemed appropriate by management.

Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.

PAY DETAILS:

$ 77,000 - $110,000 /annually

Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs. 

This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.

Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan. In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance. Company sponsored Tuition Disbursement and Loan Repayment programs are also available. Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.