Sr IT Applications Support Engineer - SRE

DescriptionSr. Application Support Engineer - SRE3 Days Hybrid from any of our locations in RI, NJ, NC, MA, TX or AZRole is not relocation eligible. As a Citizens Sr. Application Support Engineer, you will work with software and infrastructure systems to help us build a world-class support function, in which you will work within the team in evaluating, designing, implementing, integrating, upgrading, troubleshooting, and supporting our critical Identity & Access Management (IAM) environment utilizing SRE principles. As a member of our SRE Production Support team, you’ll immediately put your love for technology into action in finding and implementing new and creative solutions in areas of monitoring, automation, and stability, and be a champion for site reliability culture and practices. In this role you will be providing day-to-day operational support for multiple enterprise IAM platforms, both On-Prem & Cloud. Your focus will be to build & implement solutions for operational problems, optimize existing & new applications & processes, mature & implement monitoring solutions, improve infrastructure resiliency & capacity management, and eliminate redundant & manual processes through automation. The ideal candidate will have operational support experience in an enterprise corporate environment and have experience in Site Reliability Engineering (SRE) and/or DevOps practices. Ability to collaborate and communicate with colleagues, managers, cross-functional teams, stakeholders, and be adaptive to dynamic requirements. The candidate also needs to possess working knowledge and understanding of Identity & Access Management (IAM) technologies, specifically with Enterprise password vaulting and Privileged Access Management (PAM) with CyberArk. Must have experience and ability to function within Linux, Windows, and Cloud environments. Primary responsibilities include:

Provide day-to-day L2/L3 Operational Application support for the suite of IAM applications, with focus on health, uptime, monitoring, and reliability of services & infrastructure.

Coordination and implementation of application configuration, deployment & validation, and troubleshooting.

Lead and manage incident triage in collaboration with other team members and cross-functional teams, in analyzing and identifying problems, conducting post-mortems, develop permanent remediation plans, implement monitoring & automation to prevent re-occurrence of incidents.

Continually improve and mature telemetry framework and monitoring capabilities to accomplish end-to-end flow monitoring and implement proactive & actionable alerting.

Engage to run, maintain, and improve critical services against established Service Level Objectives (SLO’s) by applying software engineering principals, with capacity management and continuous performance improvements.

Minimize manual involvement for the team by driving solutions in automation and implementing continuous improvements that create a more stable operating environment, including development and configuration for dynamic monitoring, alerting and recovery.

Lead and contribute to migration of applications from On-Prem to Cloud solutions, with best practices and in collaboration with Application Development teams.

Build strong and productive relationships with the development & product teams, and engage with other stakeholders, with the purpose of continued platform improvements and in delivery of initiatives.

Location is not a barrier for this role, and while our preference would be to have a chosen candidate with onsite capabilities in our corporate headquarters in Rhode Island – we are open to remote employment within the United States for an experienced candidate.

Required Skills/Experience:

5 or more years of professional experience, preferably in an enterprise financial services environment.

Experience with IAM technologies such as Active Directory, Azure AD, AWS Directory Services, LDAP, Single Sign On, MFA.

Experience with Privileged access management (PAM) and CyberArk.

Experience with Automation and Configuration tools like Ansible, Puppet and Chef.

Experience with Jenkins, GIT and CI/CD pipelines.

Experience with scripting languages like Bash, PowerShell, and Python to automate tasks and manipulate data.

Proficient in site reliability culture and principles and familiarity with how to implement site reliability within an application or platform.

Experience in observability, instrumentation, monitoring, service level alerting, and responding to performance and availability of applications using tools such Splunk, Grafana, Datadog and Cloudwatch.

Working knowledge of infrastructure components such as routers, load balancers, cloud products, container systems, storage, and networks.

Strong platform skills with Windows, Linux, and Cloud.

Strong application and middleware support knowledge.

Knowledge in AWS Cloud services related to compute, storage, networking messaging automation and data.

Experience in handling critical application outages in large scale operations and utilizing debugging and troubleshooting skills in driving root cause analysis and remediation, and ability to handle complex problem resolution under pressure.

Experience with Enterprise Databases such as Oracle, mySQL, and other industry used Databases.

Experience with full software development life cycle and Agile disciplines such as Sprints, Scrum and Kanban.

Experience and understanding of DevOps and DevSecOps concepts and principles.

Education, Certifications and/or Other Professional Credentials:

BA/BS in Information Systems, Computer Science or related field or equivalent work experience

Hours & Work Schedule

Hours per Week: 40

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

Some nights and weekend work required to support patching, code promotion and testing efforts.

Pay TransparencyThe salary range for this position is $90,640 - $135,960 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience. We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.Equal Employment OpportunityAt Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.Equal Employment and Opportunity EmployerCitizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.Why Work for UsAt 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 growthBackground CheckAny offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.11/15/2024