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.
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.
Senior: Network Service Delivery Senior Engineer will perform Engineer role as well as 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.
Perform service design delivery operations to include:
Support script development and review
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
Support technical troubleshooting and issue remediation for internally support Infrastructure technologies
Own IT service enhancements and design and drive change implementations
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
Education, Experience and Skills
Bachelor's degree or equivalent work experience
6-10 years of technical support experience
Project management experience
Extensive Network and Server hardware and software experience
Experience with troubleshooting networking, VPN and telecom solutions
Experience with thin-clients and Citrix infrastructure
Experienced with vendor management
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