Citizens Bank Network Operations Technician in Riverside, Rhode Island


The Network Operations Technician provides technical support, fast and accurate response to all monitoring alerts, ensuring the repair or escalation of issues as appropriate for all network and security related events and incidents.

This position will ensure high availability of the network as a result of proactive event and incident management based on SLA timelines. In addition, this position will strive to resolve technical issues effectively and efficiently while providing the highest level of customer service possible.

The Network Operations Technician will strive to maintain the highest level of customer service for both internal and external customers by facilitating timely and accurate communications of network issues. This position supports 24/7 Network Operations, requiring the flexibility to work across all three shifts as required.

The technician should be familiar with ITIL framework and will perform trouble shooting, escalation, event and incident management for alerts presented by the monitoring tools.

When new technologies and/or Business IT Services are added to the environment, they will be responsible for creating acceptance criteria and testing new service/technology supported by the Network Operations team. A primary function of this position will be to monitor and sustain the SLA(s), as well as growth and capacity planning aspects of the business IT services for Citizens.


  • Provides technical support and monitors day to day operations of network and security infrastructure.

  • Interprets monitoring console messages/alerts and performs required actions.

  • Performs network problem isolation and determination

  • Uses and invokes network diagnostic aids and tools.

  • Initiates corrective action, where required, within scope of knowledge and authority.

  • Implements network bypass/recovery/backup procedures as required.

  • Performs triage and escalation to Tier 3 & Tier 4 engineering teams (Citizens and Vendor) as required.

  • Keeps up-to-date on technology supported by the network operations team and ensures familiarity with new technologies that may be supported by the operations team in the future.

  • Acceptance / coordination of new network equipment and/or managed elements in the IT infrastructure.

  • Performs testing and maintenance activities of the network, as required.

  • Uses and provides input to knowledge management for known error database

  • Serves as the network operational interface for scheduling network changes


Required Qualifications:

  • Detailed experience of troubleshooting a variety of network and infrastructure products, technology and configurations.

  • At least 1 to 3 years of internetworking experience with Routers, Switches, WAN, LAN, TDM, VoIP, Telecomm, and other internetworking technologies.

  • Familiarity with telephony, Voice and Video over Network technologies (e.g. VoIP).

  • Working knowledge and understanding of TCP/IP—addressing, routing protocols (BGP, OSPF, MPLS, etc.), and transport protocols (UDP and TCP).

  • Working knowledge and hands on experience in troubleshooting routing protocol issues including EIGRP, BGP, OSPF, MPLS, etc.

  • Familiar with network services like DNS, DHCP, NTP, and Authentication (RADIUS/TACACS)

  • Experience of working with Telco and network service providers (TDM, Ethernet, DWDM, MPLS)

  • Working knowledge and experience of firewalls (Palo Alto, Cisco), IDS/​IPS, VPN and Internet Proxies advantageous

  • Associated or professional Cisco accreditations – CCNA, CCNA Security, and/or CCNP advantageous

  • Understanding of network performance analysis and capacity planning best practices.

  • High Level Understanding of Windows, UNIX and Linux based server technologies

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

  • Familiar with the use of monitoring, management, diagnostic tools and the SNMP protocol

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

  • Able to effectively operate as self-managing and self-starting.

  • Possesses good communication and interpersonal skills.

  • Believe in providing the highest quality of service and strive for efficiency.

  • Willing to be flexible with the Network Operations work schedule to support multiple shifts.

  • Understanding/familiarity of escalation, ITIL based Event, Incident, Problem and Change Management processes and procedures.

Desired Qualifications/Certifications

  • ITIL certification a plus

  • CCNP or related professional certifications/training


  • Programming and Scripting related background

  • Project management experience preferred

  • ITIL Training or Certification


Bachelor's 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 9:00 am - 6:00 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.