Citizens Bank IT Security Manager, Platform Operations in Johnston, Rhode Island


The IT Security Manager within the Corporate Security and Resilience (CS&R) Identity and Access Management (IAM) team is an experienced security professional providing operational leadership and direction to operation teams including colleagues, contract personal and strategic vendor partners.

The chosen individual will be accountable for the availability and performance of IAM managed applications and services, owning operational support, front-line management of incidents and problems and proactive /preventative analysis. This individual will serve as escalation point and operational expert for issues, changes, various support requests and projects related to area of responsibility.

Responsibilities include (but will not be limited to):

Operational Support

  • Proactively managing our production environment and taking preventative actions/measures to avoid business impacting incidents.

  • Interfacing with applicable vendors, development and infrastructure teams on a regular basis to maintain system/environment stability.

  • Participating in and supporting Technology Operations activities and processes such as Operational Impact Assessments, Application Business Outcomes and execution of Service Improvement Plans.

  • Auditing and providing recommendations for service level improvements of our processes to ensure optimal performance and utilization and where applicable, lead improvement efforts.

  • Providing 24x7 on-call support.

Incident and Problem Management

  • Driving resolution of complex/high impact incidents, acting as escalation point and managing third party vendor engagements and accountability.

  • Working cross-organizationally as needed to coordinate and drive restoration of service disruptions/business escalated issues to meet and exceed established SLAs.

  • Ensuring action plans are in place to address recurring issues, including escalation and effective hand-off to other teams as required.

  • Providing guidance and checkpoints with the team on aggressive root cause analysis/permanent resolution, including established action plans and manage to business outcomes and SLAs.

Vendor and Service Level Management

  • Managing Out-tasking and third party vendor relationships as required and serve as escalation point for third party vendor issues.

  • Working with vendors, technology and business to establish business outcomes and service level agreements/objectives (SLAs/SLOs).


Experience and Skills:

  • 2 or more years of experience providing day-to-day management to a team of technical employees and/or vendor partner resources.

  • 3 or more years of broad technical experience with proven expertise in several of the following areas: servers, networks, hardware, operating systems (Windows, UNIX, Solaris, Linux, AIX), virtualization software, middleware and related base build infrastructure and software.

  • 2 or more years of experience and proven success identifying and implementing opportunities for improvement to configurations, procedures and process to enable greater availability, capability and efficiency.

  • Proven experience developing and maintaining a high-performing team through effective vendor partner resourcing and management, coaching and performance management.

  • Strong written and verbal communication skills with the ability to translate technical information to non-technical audiences and vice versa.

  • Excellent problem detection and determination skills in multiple functional infrastructure/application areas.

  • Strong customer service orientation.

  • Experience working in the financial services industry or other similar, highly regulated environment is preferred.

Education and Certifications:

  • Bachelor’s degree in Computer Science, MIS, or related. (Equivalent experience considered).

  • ITIL Foundation certification.

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday through Friday 8:30AM – 5:00PM