TOC Network Technician

Columbia Bank•Spokane, WA

About The Position

About the Role: The TOC Network Technician II is responsible for monitoring all Columbia Bank’s SDWAN Network, hardware infrastructure and other related systems and services that are used throughout the bank. Uses strong and broad experience in OS, Application and networking systems, and a firm grasp of ITIL principles as well as Change Management Oversite to identify, escalate, and document impacting incidents. Assists with the efficient remediation and resolution of service impacting events. Assists in the collective efforts to collaboratively identify, propose and facilitate options for improving the TAG (Technical Advancement Group) management efficiency, health, and availability of these systems. Utilizes strong communication skills, and the understanding of technology, functions, structure, and policies of our business operations, to help determine and recommend continuous improvement solutions to TAG’s services and availability. The focal point for logging, assessing, categorizing, prioritizing, carrying out basic first line analysis, and coordinating resolution and communications in line with agreed procedures. Assists with training and educating less experienced TOC Associates as needed. Perform real-time system monitoring and trend analysis using Network Management Tools (e.g.: DynaTrace, Splunk, Solarwinds), and analysis systems. Perform administrative tasks for NOC Tools, contact, escalation and mailing lists and other documentation or systems. Generate and distribute reports in accordance with the Incident Management procedures and TOC standards. Independently or in cooperation with other team members, analyze system/manual alerts and take necessary steps to mitigate. Proactive Application and Infrastructure Monitoring. Initial troubleshooting, triage, and identification of monitoring alerts to ensure proper escalation and expeditious resolution. Raise, assign, escalate and follow up Operational Incidents in accordance with the company’s Incident Management process. Assist with incidents to resolution, to include bridge management, internal and vendor escalation, documentation, and Root cause analysis. Compose accurate, informative, and timely major incident notifications and other internal and executive communications. Assist with the monitoring and management system to ensure consistency and accurate reporting of customer devices. Ability to work in 24x7x365 environment, including holidays, weekends, and all shift coverage. Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training. Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security, and other regulations as applicable to this job description. May be asked to coach, mentor, or train others and teach coursework as subject matter expert. Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become "The Business Bank of Choice.” About You: Associate’s degree Vocation or Technical Training in Computer Operations or Operations Management or equivalent work experience. Required Bachelor’s degree in business, project management, business systems or equivalent. Preferred. 2-4 years years’ experience in IT or Technical Operations environment to include OS, applications, AD and networking technologies, configurations, and support. Required ITIL Foundation Certification. Preferred SolarWinds Certification. Preferred Knowledge of banking policies, procedures, practices and documentation. Excellent written and verbal communication and presentation skills. Ability to work collaboratively and communicate effectively with individuals and groups across the company. Self-motivated and excited by solving complex problems Quickly adjust to changes in process and tools and inspire teammates to lead through change Ability to identify process improvements and make recommendations to drive these to implementation Experience working in a framework of formal Incident Management processes (ITIL) and exposure to company-wide ticketing systems are essential. Proficiency with personal computers and related Microsoft related technologies: Windows Server, Exchange, Word, Excel, SharePoint, etc. Ability to work independently with minimal supervision and high degree of self-direction and motivation Able to manage priorities and reprioritize when needed, Desire and willingness to continue to learn and grow. Virtualization technologies: VMware, Citrix, and Microsoft, and others. The pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation, and those details will be provided during the recruitment process. Our Benefits: We are proud to offer a competitive total rewards package including base wages and comprehensive benefits. We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly. Our Commitment to Diversity: Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [email protected]. To Staffing and Recruiting Agencies: Our posted job opportunities are only intended for individuals seeking employment at Columbia Bank. Columbia Bank does not accept unsolicited resumes or applications from agencies and Columbia Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Columbia Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team. At Columbia Bank, we’re redefining what it means to bank and to build a career. As the West’s premier banking experience, we combine the strength and scale of a leading financial institution with the heart and mindset of a community bank. With more than 350 locations across eight states, we deliver relationship-based service backed by regional expertise and resources that help families and businesses thrive. Our culture is built on Do RIGHT, which means: Relationships: We create authentic connections with customers, colleagues, and communities. Impact: Every role here makes a meaningful difference in people’s lives and local economies. Growth: We invest in your success with career development, mentorship, and learning opportunities. Heart: We care deeply about doing what’s best for our customers and each other. Trust: Integrity and transparency guide everything we do. Why work for Columbia Bank? A strong, stable financial foundation with over $67 billion in assets and a diverse portfolio that supports flexibility and opportunity. A culture of belonging and purpose, where your ideas matter and your work has impact. Competitive benefits and flexibility designed to help you thrive personally and professionally. Community engagement that matters, from supporting local businesses to empowering youth through financial literacy initiatives. Ready to Do RIGHT for your career, your community, and your future? Explore opportunities and join Columbia Bank today.

Requirements

Associate’s degree Vocation or Technical Training in Computer Operations or Operations Management or equivalent work experience
2-4 years years’ experience in IT or Technical Operations environment to include OS, applications, AD and networking technologies, configurations, and support
ITIL Foundation Certification
Knowledge of banking policies, procedures, practices and documentation
Excellent written and verbal communication and presentation skills
Ability to work collaboratively and communicate effectively with individuals and groups across the company
Self-motivated and excited by solving complex problems
Quickly adjust to changes in process and tools and inspire teammates to lead through change
Ability to identify process improvements and make recommendations to drive these to implementation
Experience working in a framework of formal Incident Management processes (ITIL) and exposure to company-wide ticketing systems are essential
Proficiency with personal computers and related Microsoft related technologies: Windows Server, Exchange, Word, Excel, SharePoint, etc
Ability to work independently with minimal supervision and high degree of self-direction and motivation
Able to manage priorities and reprioritize when needed
Desire and willingness to continue to learn and grow
Virtualization technologies: VMware, Citrix, and Microsoft, and others

Nice To Haves

Bachelor’s degree in business, project management, business systems or equivalent
SolarWinds Certification

Responsibilities

monitoring all Columbia Bank’s SDWAN Network, hardware infrastructure and other related systems
identify, escalate, and document impacting incidents
efficient remediation and resolution of service impacting events
improve the TAG (Technical Advancement Group) management efficiency, health, and availability of these systems
logging, assessing, categorizing, prioritizing, carrying out basic first line analysis, and coordinating resolution and communications
training and educating less experienced TOC Associates as needed
Perform real-time system monitoring and trend analysis using Network Management Tools (e.g.: DynaTrace, Splunk, Solarwinds), and analysis systems
Perform administrative tasks for NOC Tools, contact, escalation and mailing lists and other documentation or systems
Generate and distribute reports in accordance with the Incident Management procedures and TOC standards
analyze system/manual alerts and take necessary steps to mitigate
Proactive Application and Infrastructure Monitoring
Initial troubleshooting, triage, and identification of monitoring alerts to ensure proper escalation and expeditious resolution
Raise, assign, escalate and follow up Operational Incidents in accordance with the company’s Incident Management process
Assist with incidents to resolution, to include bridge management, internal and vendor escalation, documentation, and Root cause analysis
Compose accurate, informative, and timely major incident notifications and other internal and executive communications
Assist with the monitoring and management system to ensure consistency and accurate reporting of customer devices
Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities
Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training
Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security, and other regulations as applicable to this job description
May be asked to coach, mentor, or train others and teach coursework as subject matter expert
Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words
Takes personal initiative and is a positive example for others to emulate

Benefits

comprehensive healthcare coverage (medical, dental, and vision plans)
a 401(k)-retirement savings plan with employer match for qualifying associate contributions
an employee assistance program
life insurance
disability insurance
tuition assistance
mental health resources
identity theft protection
legal support
auto and home insurance
pet insurance
access to an online discount marketplace
paid vacation, sick days, volunteer days, and holidays