Citizens Bank Manager of Network Infrastructure Operations in Riverside, Rhode Island


The Manager of Network Infrastructure Operations has the overall responsibility for Citizens Network operational services and strategy. This position’s primary responsibility will be to ensure the Network Operations team continually delivers professional and timely resolution to all client issues while adhering to established Services Level Agreements (SLA). This role will be responsible for managing personnel, team schedules, assisting the team in prioritizing daily workload, being an escalation point for complex issue resolution, and ensuring all tasks are completed correctly and in a timely manner.

The manager will work with business units, and engineering teams for new services and/or technologies to be managed by the operations team. The Manager of Network Infrastructure Operations will work with end-users, Business Managers, IT Managers, external and internal partners, and vendors to establish Service Level Objectives (SLOs) for the operational environment.

The Manager of Network Infrastructure Operations will manage the budget for the operations team, and manage the ongoing relationship with key suppliers and service providers. The manager will be responsible for maintaining the appropriate mix of human resources and technical oversight and will have HR responsibility for the network operations team.

The Manager of Network Infrastructure Operations will be responsible for hiring and supervision of the Network Operations staff, reviewing their outputs and establishing administrative procedures and policies. This position supports 24/7 Network Operations, requiring the flexibility to work across all three shifts as required. The manager should be well versed and optimally certified with ITIL framework and well versed in trouble shooting, escalations, event, and incident management functions.


  • Supervises and monitors the quality of the operational services provided to the users and business units.

  • Checks all defined processes and procedures regularly to ensure that they are appropriate and being followed.

  • Reviews and approves network operational processes and tools.

  • Forecasts operational cost structure and resource requirements.

  • Sets quarterly operational objectives, and reports to senior management on whether the objectives are met.

  • Possesses strong business and strategic planning abilities.

  • Demonstrates strong financial management skills and has proven ability to manage budgets.

  • Manages strategic relationships with vendors and suppliers.

  • Experienced in managing diverse groups of technologically oriented people.

  • Able to provide leadership and direction to staff dispersed across multiple locations.

  • Manages human resources and skills mix in line with business requirements.

  • Ensures and monitors that the documentation needed by operations team is accurately created and maintained.

  • Prepares Network Operations weekly/monthly/quarterly/yearly reports.

  • Establish professional development programs for operational personnel.

  • Negotiates Service Level Objectives (SLOs) with end-users, Business Managers, IT managers, external and internal partners, and vendors to define Service Level Agreements (SLAs).

  • Monitors and manages network operational SLA conformance.

  • Meets regularly with end-users and other IT managers to receive feedback and suggestions, and to provide updates on new developments and changes in network operations services.

  • Prepares operations team financial forecasts and budgets

  • Informs senior management about network operational performance and issues, including escalations.


Required Qualifications:

  • Bachelor of Science in Computer Science, MIS, Business or similar degree

  • Possesses broad industry knowledge and management experience (10+ year’s senior Command Center/NOC IT management experience).

  • Training in administrative management, supervisory techniques, resource management, budgeting, and planning.

  • Strategic thinking; Focused on providing business value to network operations and end-users.

  • Customer Service Orientation; Acts as an end-user advocate, interested in providing highest quality customer service.

  • Has past experiences in managing diverse groups of highly technical people.

  • Knowledge of IT infrastructure technologies (Network, Servers-Windows, VM, Unix and LINUX variants, Network, Systems, Storage, Firewalls, SQL, Exchange, etc.)

  • Familiar with database technologies e.g. SQL and Oracle

  • Proficient in the operation and use of monitoring, management, sophisticated diagnostic tools

  • Understands vendor and industry standards and procedures for their respective technical specialty.

  • Thoroughly understands ITSM/ITIL processes and their use within a network operations environment.

  • Possesses excellent communications, negotiation, and managerial skills

  • Innovation skills to refine operational services.

  • Expertise in forecasting operational staffing.

  • Can manage all operations and maintenance of the Citizens IT infrastructure, and associated monitoring tools facilitates, within the network operations scope.

  • Good communication skills (verbal and Written)

  • Effective and positive role model with specific mentoring experience to technical team members

Desired Qualifications/Certifications

  • ITIL certification

  • Technical Certifications

  • Financial management and/or related background


Bachelor's or advanced degree in business or a related technical field preferred. Relevant work experience may be substituted in lieu of degree.


Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday - Friday 8:00 am - 5:00 pm

Why Work with Us

At Citizens, you’ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment and Opportunity Employer/Disabled/Veteran

It is the policy of Citizens Bank and Citizens Securities, Inc. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Opportunity & Affirmative Action Employer Disabled/Veteran

Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.