IT Ops Center Technician - 3rd Shift

Fifth Third; Norwood (MA); On-site; USD 70,000 - 90,000; Full time

Job summary

Fifth Third Bank is seeking an IT Operations Center Technician for the 3rd shift to monitor, support, and manage incidents across the enterprise network, systems, and applications. The role emphasizes real-time situational awareness to proactively identify issues affecting customers or employees.

Requirements include an Associate’s degree with 3+ years of related experience or equivalent, strong communication skills, and a collaborative mindset.

Qualifications

• Strong verbal and written communication skills.
• Demonstrated problem-solving ability and capacity to assist less experienced staff.
• Collaborative mindset with ability to foster strong working relationships across IT teams.

Responsibilities

• Lead IT incident bridge calls to resolution with on-call engagement and status updates.
• Act on alarming data to prevent outages and respond before customer impact.
• Support system and application access management in production environments.
• Monitor network connectivity and coordinate with telecom carriers to resolve outages.
• Engage Tier II and III support for diagnostics and resolution.
• Document issues and resolutions in the ServiceNow ticketing system.

Skills

Strong verbal and written comms

Collaborative mindset

Night shift flexibility

Education

Associate’s degree and 3+ years experience

Job description

Make banking a Fifth Third better We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

IT Operations Center Technician - 3rd Shift General Function

Responsible for monitoring, supporting, and managing incidents across the enterprise-wide network, systems, and applications, with a focus on availability and performance. This role emphasizes real-time situational awareness to proactively identify and address issues that may impact customers or employees. The analyst will escal... Strong technical writing skills are essential for authoring communications to the Fifth Third user community and leadership regarding IT outages or performance issues, including business and customer impact. The role requires accountability for risk management by openly exchanging ideas, elevating concerns, and adhering to defined policies and procedures. Candidates must consistently act in the best interest of customers and colleagues, contributing to a positive customer experience. This position offers exposure to a wide range of IT issues and technologies, with opportunities for growth into more advanced roles.

Essential Duties & Responsibilities

• Lead IT incident bridge calls to resolution by providing on-call engagement, escalations, and written and verbal status updates.
• Act on alarming data proactively to prevent system outages and respond to incidents before customer impact.
• Support system and application access management in production environments.
• Monitor network connectivity and performance; coordinate with telecom carriers to resolve outages or degradations.
• Perform system and application monitoring and diagnostics; engage Tier II and III support teams for resolution.
• Ensure resolution of incidents within defined SLAs.
• Monitor Enterprise wide IT environment for failures, degradation, and event correlation; take corrective actions to minimize downtime.
• Document issues and resolutions in the ServiceNow ticketing system.
• Provide first-line troubleshooting for corporate data center technologies including Windows Server, SQL, VMware, and UNIX.
• Maintain technical documentation and standard operating procedures.
• Perform additional duties as assigned.
• Supervisory Responsibilities None.

Minimum Knowledge, Skills, and Abilities Required

• Associate’s degree and 3+ years of experience, or equivalent combination (e.g., bachelor’s degree and 1+ years, or no degree with 5+ years in help desk/service desk/NOC technician roles).
• Strong verbal and written communication skills.
• Demonstrated problem-solving ability and capacity to assist less experienced staff.
• Collaborative mindset with ability to foster strong working relationships across IT teams.
• Flexibility to work assigned shifts, including nights and evenings.
• Commitment to continuous improvement and customer-centric service.
• ITIL and/or Lean Six Sigma certification beneficial.
• This position is for 3rd shift: Sunday through Thursday Position not available for immigration sponsorship #LI-MB1 IT Ops Center Technician - 3rd Shift

Compensation & Benefits

Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day. The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance. Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.

Location

Cincinnati, Ohio 45212

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

We look forward to finding the right place for you. Are you ready to take the next step? Fifth Third is a bank that’s as long on innovation as it is on history. Since 1858, we’ve been helping individuals, families, businesses and communities grow through smart financial services that improve lives. With a commitment to taking care of our customers, employees, communities and shareholders, our goal is not only to be the nation’s highest performing regional bank, but to be the bank people most value and trust.