Job Description

Date Active

Nov 10, 2020 12:00:00 AM

Requisition #

20-1418

Hours Per Week

40

Location

436 Slater Road-HF308

City

New Britain

State

Connecticut

Job Description/ Requirements

Since 1935, Webster Bank has been helping individuals, families and businesses meet their financial goals. As a leading regional bank, Webster's strong foundation is built on our core values of responsibility, respect, teamwork, trust and commitment to our communities. Webster bankers remain our most valuable asset, and we pride ourselves on our diverse, equitable and inclusive work environment. Come join our team!

  1. POSITION SUMMARY

Senior Service Delivery Engineer is responsible for the design, operations, and implementation of tasks and improvement initiatives related to the development, management and support of IT Services or IT Processes.

We facilitate identifying and developing, and leading Service Support improvement requirements, tools, training, documentation and process improvements. Provides training assistance and mentoring to existing team members. Partners with external teams on the design and delivery of IT services.

  1. MAJOR DUTIES & RESPONSIBILITES
  • Product owner for messaging tools including Office 365
  • Senior engineer responsible for messaging services
  • Analyze business needs and develop technical solutions
  • Document solution designs
  • Develop and implement operational procedures with managed service providers
  • Perform cost analysis of existing services to identify areas of focus
  • Develop and maintain operational and financial metrics
  • Perform service delivery operations to include:
    • Support script development and review
    • Facilitate service request processing
    • IT communications regarding IT activities and maintenance
  • Manage third party IT service provider relationships including:
    • Serving as IT customer service liaison for supporting technical outsourced services
  • Support technical troubleshooting and issue remediation for internally support Infrastructure technologies
  • Own IT service enhancements and design and drive change implementations
  • Work with Service Desk, Service Design, Applications, Security and other teams to identify and resolve escalations and outages
  • Ability to analyze data and identify trends, patterns and design opportunities for improvement
  • Assess and identify solutions for advanced customer inquiries
  • Continually seek to optimize IT Service Delivery processes
  • Review and monitor service performance to vendor contract including maintenance of business activities, improvement activities, feedback
  • Vendor management and escalations
  • Provide consultation and support for to business users regarding IT Service operations
  • Collaborate with others to define customer requirements, provide input and/or design solution(s), quality review and testing of applications or reports.
  • Negotiate decisions; manage expectations working with the various dynamics of Clients (internal and external) driving value and satisfaction.
  • Work with Business/IT/users to research solutions for existing service improvements or any new service launch
  • Anticipate future trends and potential impacts to business process and systems

III. EDUCATION, EXPERIENCE & SKILLS

  • Bachelor's degree or equivalent work experience
  • 6-10 years of technical support experience
  • Extensive Desktop/Server hardware and software experience
  • Experience with troubleshooting messaging solutions
  • Experience with Microsoft Office 365 suite, including Exchange Online, Skype for Business Online, Teams, and InTune
  • Experience managing Microsoft 365 licensing
  • Experience with message archiving systems
  • Strong technical and analytical aptitude
  • Excellent customer service skills and a positive attitude
  • Ability to multitask and remain detail oriented
  • Ability to thrive in a fast-paced environment
  • Can work independently and is self-motivated
  • Demonstrated excellent verbal and written communication skills

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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