Monitoring Operator

Description

• Pay is based on a number of factors including the successful candidate’s job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits.

• Position is based at 201 West Walnut Street, Rogers, AR 72756.

• Position requires availability to work overnight shifts Saturday through Tuesday from 11:00 PM to 9:00 AM. This position is on-site with some hybrid flexibility determined after hire.

• We are seeking candidates that can work independently, make sound decisions, and maintain sustained alertness during solo overnight shifts.

Job Summary

The Monitoring Operator responds to operational alerts, provides initial troubleshooting and validation, and escalates issues to specialized teams to support branch network infrastructure, physical equipment, and critical business operations. This role provides frontline support for critical branch systems to ensure continuous and optimal performance.

Responsibilities

• Monitor, troubleshoot, validate, and escalate issues for critical systems and devices for nonstop branch operations.

• Provide continuous support for critical systems and application monitoring by validating issues, following response protocols, and escalating to specialized teams when necessary.

• Document branch closures in the business continuity platform.

• Support critical event management functions, encompassing proactive severe weather communications, cybersecurity and physical security threat reporting, and the organization and implementation of relevant response protocols.

• Answer incoming phone calls for Network Operations and Fusion Center.

• Monitor and document work through an IT Service Management (ITSM) ticketing system and initiate dispatch processes for team members in response to routine incidents.

• Run and provide turnover reports for team members.

• Maintain compliance with relevant policies and procedures and escalate concerns appropriately.

• Understand and comply with bank policies, laws, regulations, and the bank's BSA/AML Program, as applicable to job duties. This includes, but is not limited to, completing compliance training, adhering to internal procedures and controls, reporting any known violations of compliance policies, laws, or regulations, and reporting any suspicious customer and/or account activity.

• Other duties and special projects may be assigned.

Experience

• Required: 1 year of relevant experience in Information Technology (IT), or Emergency Management including experience with system or network fundamentals or experience through coursework or training related to emergency planning, disaster preparedness, public health, or security.
• Preferred: Knowledge of a ticketing queue with the ability to prioritize based on severity and scope.
• Preferred: General knowledge in networking, monitoring, and incident response.
• Preferred: Quick decision-making skills in critical situations such as branch closures and severe weather.
• Preferred: Strong analytical skills to validate issues and determine appropriate escalation paths.
• Preferred: Excellent communication and interpersonal skills, with the ability to build and maintain relationships with internal and external stakeholders.
• Preferred: Ability to perform basic troubleshooting of IT systems and devices.
• Preferred: Effective ability to prioritize tasks and incidents based on severity and impact.
• Relevant military experience is considered for veterans and transitioning service members.

Credentials

• Preferred: CompTIA A+, or Network+, or Cisco CCNA.

Education

• Required: High school diploma or General Education Development (GED) certificate

Working Conditions

• Incumbents must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

• Must be able to start work on time, maintain regular work attendance, be physically present at the assigned work location, and occasionally work overtime or outside of regular business hours.

• This job typically requires an individual to be able to observe details (including the ability to perceive color and the ability to identify clear near and far objects), to communicate and exchange accurate information. It may occasionally require the individual to physically move, remain in a stationary position, and position themselves to reach for objects.

• Must be able to operate standard office equipment and use office applications for communication, information and document transmission, and content, document, and report creation.

• The essential duties of this job occasionally require the associate to lift and/or move up to 25 pounds.

• The noise level in the work environment is typically low to moderate.

Grade 13

Pay Range: $22.50 - $28.10 per hour