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This position is part of a team responsible for providing 7x24x365 support in diagnosing operational issues with applications, operating systems and hardware, leveraging industry standard tools and techniques to identify solutions to technology related issues in Protective Life Corporation's Data Center Operations.
Distributed System/Network/Environmental/Mainframe Monitoring
- Ensures mainframe and distributed system availability and production scheduling.
- Monitors mainframe and AS400 operations using TSO, OMEGAMON, TMON, and mainframe consoles.
- Monitors servers and applications utilizing WebNM, SCOM and available resources.
- Monitors network infrastructure using SolarWinds and available resources.
- Monitors facility environmental systems using EnviroNet and available resources.
- Monitors business critical APIs utilizing the available monitoring resources.
- Monitors internal and external web sites utilizing available monitoring resources.
IT Operations Support
- Executes manual cycles and jobs using IBM z/OS mainframe and AS400 to ensure timely service level agreements (SLA) in support of corporate business operations.
- Executes daily checklist tasks to ensure operational efficiency and effectiveness to meet business SLAs.
- Provides Control-M support to application development and other IT operations teams, as required (i.e., manipulating errored jobs, holding and releasing jobs for delayed cycles, etc.)
- Accomplish daily turnover and status reports, as required.
- Identify, report, coordinate and document system abnormalities.
- Responsible for augmenting Technical Support Center telephone support, as needed.
Customer Support and Communication
- Utilizes on-call calendars and established procedures to escalate events appropriately.
- Formats and transmits vetted communication for Informational, Maintenance, and Emergency Events.
- Promptly and professionally receives and responds to customer requests and ensures timely follow-up.
- Escalation and communication of issues, events and outages within the guidelines of DCO procedures.
IT Operations Management
- Reviews ITOM platform discovery and mapping scans to correct and validate any identified discrepancies.
- Reviews ITOM event management alerts for completeness and correctness to minimize event noise.
- Collaborates with IT owners and the ITOM platform owner, as needed, to resolve any issues.
Information Technology Service Management (Incident/Problem/Change Management)
- Uses incident management software to log, document and close customer requests, as required.
- Uses problem management software to create, document, and complete problems, as required.
- Uses change management software to create, document, and complete changes, as required.
- Responds to operator alerts, messages, notifications and other error indicators from monitoring systems. Completes triage in-line with Incident Resolution Documents, procedures, and operating instructions.
- Accurately documents, escalates, and makes notification to on-call teams to expedite event remediation. Provide technical point of escalation for production systems, application and technical issues, equipment failures and environmental conditions to the appropriate team to ensure timely resolution.
- Works to resolve routine Data Center Operations equipment problems or issues.
- Reviews scheduled DCO changes for potential impact to customers.
- Attends weekly change management meeting to participate in review of upcoming changes.
Work Experience, Education, Certification/Training Required
- Bachelor's degree in a technical field preferred but not required. At least 2-3 years of technical school training or equivalent work experience in a related field required.
- Minimum of 6 years' experience in a 24x7x365 mainframe production or network operations systems environment. Mainframe print experience is a plus. Ability to work various hours, shifts, holidays and overtime as required.
- Minimum of 3-4 years of professional, technical, or customer support experience in a corporate environment supporting at least 1000 users.
Knowledge, Skills and Abilities Required
- Projects a positive attitude.
- Accepts change in a productive manner and contributes to efficient implementation.
- Demonstrated effective time management skills.
- Strong attention to detail and ability to multi-task.
- Strong interpersonal skills.
- Strong oral and written communications skills.
- Strong customer service skills.
- Flexible and reliable.
- Strong customer service orientation and desire to embrace technology as a means of improving service.
- Must be a team player.
- Working knowledge of Microsoft Windows operating systems and Microsoft Office.
- Understanding of LAN, WAN and Citrix environments.
- Understanding of TCP/IP, Routers, Switches, Hubs, Firewalls, Domains, DNS, DHCP and Subnets.
- Good analytical, problem solving and technical troubleshooting skills.
- Ability to complete job requirements work with minimal supervision.
- Lifting and transporting moderately heavy objects, such as computers and peripherals. Ability to lift 30 pounds regularly and 50 pounds occasionally.
Protective's targeted salary range for this position is $43,500 to $52,080. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective's total compensation package for employees.
This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.
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Protective Life Insurance Company
May 01, 2024