IT Ops Center Technician - 3rd Shift
About The Position
Responsible for monitoring, supporting, and managing incidents across the enterprise-wide network, systems, and applications, with a focus on availability and performance. This role emphasizes real-time situational awareness to proactively identify and address issues that may impact customers or employees. The analyst will escalate issues to internal and external support teams and assist with troubleshooting efforts. Strong technical writing skills are essential for authoring communications to the Fifth Third user community and leadership regarding IT outages or performance issues, including business and customer impact. The role requires accountability for risk management by openly exchanging ideas, elevating concerns, and adhering to defined policies and procedures. Candidates must consistently act in the best interest of customers and colleagues, contributing to a positive customer experience. This position offers exposure to a wide range of IT issues and technologies, with opportunities for growth into more advanced roles.
Requirements
- 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.
Nice To Haves
- ITIL and/or Lean Six Sigma certification beneficial.
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.
Benefits
- Comprehensive benefits and differentiated compensation offerings
- Eligible to participate in an incentive compensation plan
- Extensive benefits programs designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
