Job Description

19-1490
40
436 Slater Road-HF308
New Britain
Connecticut

If you're looking for a meaningful career, you'll find it here at Webster. Founded in 1935 by Harold Webster Smith, our focus has always been to put people first--doing whatever we can to help individuals, families and businesses achieve their financial goals. And while we've grown into a leading commercial bank, we remain passionate about serving our customers, supporting our communities, and making a difference in people's lives. We can make a difference in your life, too. By empowering you to build the meaningful career you've been looking for.

Responsibility, respect, trust, teamwork and citizenship are the values on which Webster was founded. Together we call them The Webster Way, and they are what set us apart as a bank and an employer. Guided by these values, we put people first - working hard to live up to our customers, and each other, every day.

I. 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.

II. MAJOR DUTIES & RESPONSIBILITES

  • Maintain service catalogue by defining & describing all Network services
  • Document & maintain support procedures required for operational support of each Network service
  • Develop & maintain Network asset inventory
  • Manage the life cycle for hardware & software components in each Network service to ensure vendor supportability and vulnerability remediation,
  • Oversee Network Roadmap planning and execution
  • Manage operating budget for all Network services and reporting on all expenditures
  • Maintain all vendor & support agreements
  • Develop continuous improvement plan for each Network service to address risk remediation, life cycle management, and the execution of roadmap items
  • Review & approve all change management & service requests
  • Review all incidents & problems creating trend reports & metrics to measure service performance and improvement
  • Perform service delivery operations to include:
    • 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
  • Drive technical troubleshooting and issue remediation for internally supported Infrastructure technologies
  • Manage service enhancements and scheduled maintenance activities
    • Work with agile team to maintain an accurate backlog
    • Work with stakeholders to ensure future requirements are accounted for
  • Own IT service enhancements and drive change implementations
  • Purchase and maintain networking equipment and infrastructure
  • Maintain network disaster recovery plans
  • 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
  • ITIL Foundation certification or relevant work experience
  • 6-10 years of technical support experience
  • Experience in the design, implementation, administration, and support of network, telecom, and security solutions
  • 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

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Application Instructions

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