Citizens Bank

Senior Infrastructure Multimedia Collaboration Engineer

Citizens Bank

Remote, US

March 17, 2022

The Senior Realtime Collaboration Engineer performs a critical role in defining and implementing the end user delivery strategy. This role within the Colleague Technology Services department offers the opportunity to lead the evolution of end user collaboration and productivity technology across the enterprise. Leads the design and build of detailed infrastructure solutions/repeatable patterns (build-kits) for non-production and production environments; transitioning knowledge to infrastructure operations; and lead level 3 support.

The ideal candidate is a highly effective and knowledgeable collaboration and productivity engineer who has proven experience designing, developing, implementing, and maintaining a standard delivery and operations model. The Colleague Technology Collaboration Services Engineer applies this expertise across all aspects of the end user service design framework to deliver a superior colleague experience which is scalable, sustainable, and supportable.

Technology Scope of Position

- Primary concentration: Microsoft Teams/Cisco Unified & Realtime Collaboration and supporting platforms.

- Conference Room technology & Design: Audio/Video Technologies such as DSP s, Video Switches, Presentation Solutions, Microphones etc. (Cisco Hardware/Codecs, Crestron, Vyopta) and overseeing the production of large audience events.

- Supporting knowledge of Office 365 & Management, including Conditional Access, identity governance, Azure Active Directory (AAD) and Microsoft Endpoint Configuration Manager.

Primary Responsibilities

  • Develops the technical design and operational procedures for the collaboration and productivity environments and services within the technology scope of position.

  • Collaborates with information security, distributed compute, and other teams to develop a rigorous service portfolio.

  • Troubleshoot complex application issues within the end user environment, owning the 3rd level support function for issue escalation.

  • Develop tools and processes for information gathering and configuration changes within the environment.

  • Provide technical guidance based on business line solution requirements, serves as SME on project initiatives, risk reviews and audits.

  • Ability to occasionally work or assign work during nights/weekends during critical incidents or major project. implementations.

  • Provide input and/or direct teammates handling critical incidents, outages, and root cause analysis.

  • Maintain currency in end user market trends and participate in industry workgroups as needed.


Knowledge and Skills Requirements

  • 5+ years and expert knowledge in at least 2 areas of the role s technology focus including site and service design, monitoring, alerting, management, integration & migration, backup & disaster recovery, in a large, geographically distributed organization with multiple data centers and which are operated by 3rd party managed services partners.

  • Expert knowledge and application of Microsoft & Cisco products and industry best practices and security principles for electronic messaging, integrated collaboration, and productivity software.

  • Broad knowledge of the end user technology domain including compute, collaboration, and productivity.

  • Able to create high-quality engineering and operational runbooks and procedural documentation.

  • Dedication to improving knowledge of the technology domain throughout the organization.

  • Experience operating in a regulated environment, healthcare, banking etc. is a plus

  • Knowledge or certification in formal management and design frameworks such as ITIL, or technical certification such as M365 are a plus.

  • Strong ability to identify issues in the environment and can efficiently communicate the issues with colleagues and management.

  • Process oriented and can document work processes and workflows.

  • Able to succeed and integrate into a fast-paced environment in a highly collaborative manner self-motivated and requiring able to operate with minimal supervision.

  • Critical thinker is required, ability to research and collaborate effectively.

  • Able to speak and write English at a professional and technically proficient level including understanding of good documentation practices.

  • This position is not available in Colorado