Network Operations Support Specialist

This position provides day-to-day support for networking, server, and application environment platforms, ensuring repeatable processes, service reliability, and regulatory-ready documentation across the team. In addition, the position is responsible for containing and remediating cybersecurity initiatives related to network and server operations, including the implementation of security policies, monitoring for potential threats, and ensuring compliance with regulatory standards and internal controls. This position is suited for an individual with leadership capability and a broad understanding of information systems, capable of managing multiple tasks and projects in a regulated financial environment.

Essential Functions And Basic Duties

• Assumes responsibility for the effective and timely performance of assigned functions.
• Provides leadership and subject matter expertise to the Network Operations Team, ensuring that all daily operations – including those related to cybersecurity – are executed efficiently and aligned with organizational objectives. Ensures the proper usage of allocated resources appropriately to support users and business units, while maintaining accountability for individual performance, cybersecurity initiatives, and outcomes.
• Performs department-wide User Access audits for Network Operations Team administered systems, ensuring proper controls are in place and that all activities meet compliance, security, and cybersecurity standards.
• Acts as a liaison between technical personnel and end users, fostering clear communication and understanding of technology and cybersecurity initiatives. Monitors and manages support tickets to ensure prompt resolution, analyzes recurring issues, and implements process improvements to enhance service delivery, operational effectiveness, and the organization’s security posture.
• Oversees the administration and optimization of Azure and M365 environments, with a focus on secure configurations and compliance with cybersecurity standards. Manages network and server inventories and supports major projects involving Network Operations infrastructure and cybersecurity enhancements, ensuring that all initiatives are completed on time, within scope, and in compliance with established standards and security policies.
• Maintains and improves augmented management systems for the network and servers to ensure high-quality user experience, adherence to Service Level Agreements (SLAs), alignment with ITIL best practices, and robust security controls. Develops and enforces procedures that streamline support workflows, promote continuous improvement in the management of technical and cybersecurity issues, and safeguard organizational assets.
• Delivers expert technical support and guidance to staff, resolving complex computer and cybersecurity problems efficiently through the department’s ticketing system. Ensures that all support and operations issues are addressed in a professional manner that upholds organizational standards, enhances end-user satisfaction, and mitigates security risks.
• Reviews and recommends updates to quality control standards and operations procedures for networking and server systems in accordance with internal policies, regulatory requirements, industry best practices, and cybersecurity guidelines. Drives initiatives to improve system efficiency, reliability, compliance, and security
• Assumes responsibility for establishing and maintaining professional business relations with customers, other financial institutions, and merchants
• Provides technical expertise in engaging with third-party vendors, programmers, and technical specialists to proactively resolve technical challenges, evaluate and implement new or modified programs, and enhance operational protocols. Ensures that collaborative efforts minimize system downtime and optimize data input processes for both internal stakeholders and business partners
• Assists in maintaining the Network Operations Team vendor management due diligence processes, ensuring thorough and timely updates that support strong, compliant, and mutually beneficial relationships with vendors, customers, other financial institutions, and merchants.
• Maintains productive vendor relationships, coordinating with relevant employees to facilitate disaster recovery, and business continuity procedures. Ensures all testing requirements are met to maintain operational excellence and uphold professional standards with external partners.
• Represents the organization in external technical user groups – both public and vendor-specific – to foster professional networks with other financial institutions, peer organizations, and industry partners. Leverages these relationships to share best practices and strengthen the organization’s reputation and collaborative opportunities.
• Assumes responsibility for establishing and maintaining effective coordination and working relations with Company personnel and with management.
• Facilitates user provisioning, personalization, support, and administration for Network Operations systems by coordinating closely with management and company personnel to maximize system effectiveness and utilization.
• Works collaboratively with staff and management to ensure prompt resolution of technical issues, fostering a culture of effective communication and teamwork across departments.
• Partners with the Sr IT Management Team to identify, plan and develop streamlined methods and procedures that enhance the coordination and operational efficiency of Network Operations systems and integrated workflows throughout the organization.
• Leads discussions, presents innovative ideas, and collaborates with credit union employees and management to develop creative solutions. Ensure the design, usage, and administration of Network Operations systems are documented in a clear, detailed, and formal manner to promote transparency and shared understanding among all stakeholders.
• Assumes responsibility for related duties as required or assigned.
• Oversees compliance with all relevant system Service Level Agreements (SLAs), ensuring that any issues are promptly documented, reported, and escalated as necessary to maintain operational standards and minimize disruptions.
• Manages and coordinates the procurement, inventory, and allocation of peripheral hardware, including monitors, mice, keyboards, phones, headsets, scanners, and specialized non-managed printers, by establishing effective processes for assignment and timely replacement in support of organizational needs.
• Directs the administration and integration of Network Operations applications across multiple platforms, ensuring alignment with enterprise core system deployments and driving seamless system interoperability.
• Continuously monitors advancements in computer technology and industry trends to proactively identify, evaluate, and recommend system enhancements that improve the credit union’s ability to deliver superior products and services to both staff and members.
• Executes additional functions and provide leadership support as needed, ensuring effective completion of tasks and the successful fulfillment of work assignments in accordance with organizational priorities and responsibilities.