Service Request Fulfillment design & implementation engineer will be responsible for the requirements gathering, design, engineering, and implementation lifecycle of standard service requests tied to the delivery of infrastructure services specific to the respective infrastructure technology platform.

Key Responsibilities:
• Monitor incoming Service Request Fulfillment queue, including analysis of the incoming Request to better understand the customer's business & technical needs, prioritizing dates, scheduling, assigning/re-assigning as appropriate
• Collaborate with other internal/external Bank teams such as Operations, Engineering, and Requestors on core design requirements/standards and impact assessment
• Create, peer review, and implement load balancing designs based on service requests
• Leverage designated tools and resources to create technical designs that will drive implementation during a pre-approved change window as necessary
• Responsible for documentation, monitoring, troubleshooting, and evaluation of network and infrastructure systems, working towards solving and resolving network issues when necessary
• Perform design validation testing and pre-work in non-production environments when necessary to ensure successful implementation in production
• Maintain accurate records of requests and communications by utilizing the Bank's systems of record
• Communicate the status and progress to the customer on a daily basis via the Bank's systems of record and respond to requests from customers in a timely manner
• Identify the solution, design the plan, and prepare required documents
• Adhere to Bank processes, such as representing the change in Change Committee meetings & Design Review sessions.
• Create, modify, and represent appropriate change records as required prior to implementing or hand-off
• Provide resolution and implementation support, as needed, to other Suppliers and Bank teams
• Ensure new systems are monitored at the right level with alarming and ticket generation tested. Ensure additions and deletions are entered in the Bank's systems of record for designs and that monitoring systems are updated on a timely basis
• Work with Bank teams and customers to ensure solutions are aligned with support requirements and that the transition and delivery of new systems or upgrades are seamlessly transitioned to production support teams and suppliers
• Provide proper hand off of ticket/design and relevant details when necessary

Technologies in scope:
• F5 Big IP
• GTM
• LTM
• 3DNS

General skills:

The Individual provides subject matter expertise and must possess the ability to analyze and understand a variety of existing and emerging business requirements, interfacing with technology engagement teams as a fully seasoned and proficient solutions engineer while providing best in class solutions that align to meet business and technology requirements.

This highly dynamic position will require the ability to manage multiple technical project engagements requiring the candidate to be a team player who can also work independently in managing multiple deadlines, priorities, and diverse sets of applications and requirements.

The Candidate will be a strong engineering minded individual with polished collaboration, written, and communication skills and a proven track record interacting with various levels of management, clients, and technical team members in delivering technical traffic management solutions.

**Alternate bank locations may be considered for applicants fitting the required experience.

Leads and/or participates in the design, development, and implementation of complex system engineering activities involving cross-functional technical support, systems programming and data center capabilities. Responsible for components of highly complex engineering and/or analytical tasks and activities. Establishes input/output processes and working parameters for hardware/software compatibility, coordination of subsystems design, and integration of total system. Viewed as a technology subject matter expert; able to provide and communicate complex technology solutions across differing audiences including technical, managerial, business executives, and/or vendors. Will have responsibility for multiple, complex projects; will direct activities of teams related to special initiatives or operations and may have direct reports. Leads the resolution process for complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results. Information Technology degree and/or technology certifications preferred or substantial equivalent experience. Typically 7-10 years of IT experience.

Qualifications:

Required Skills:
• B.S. degree in Computer Science, Engineering, Business or equivalent preferred
• Extensive experience in network design, planning, configurations, relevant protocols, and implementation of scalable, highly available, mission critical network infrastructures
• Previous experience with and in depth knowledge of network infrastructure support technologies, scripting, and hardware platforms specified above
• Proven ability to manage short and long term engagements with multiple project tracks and teams
• Ability to interact with clients at all levels, from the C-Level to IT individual contributor
• Firm understanding of IT Service Management processes and project management (i.e. MS Project, Excel, Visio, hybrid)
• Proven ability to manage and set client expectations
• Ability to manage client escalations and negotiate resolution
• Demonstrates competency (or capability to be successful) in the ability to translate customer/business requirements into business solutions and successfully position with customers
• 7-10+ years network engineering and/or technology management experience; 5+ years direct IT service management experience

Desired Skills:
• Working knowledge of ITIL practices

Travel:

Yes, 10 % of the Time