IT Operations Technician II
IT Operations Technician II
Posted on :
07-04-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 43500 - 60920
Vacancy
1 Vacancy
Posted on :
07-04-2025
Job Description
The work we do has an impact on millions of lives and you can be a part of it.
Wehelp protect our customers against lifes uncertainties.Regardless ofwhere you work within thecompany youll behelping provide protection and peace of mind when our customers need it most.
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 technologyrelated issues in Protective Life Corporations Data Center Operations.
Responsibilities:
- 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 businesscritical APIs utilizing the available monitoring resources.
- Monitors internal and external websites 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 ControlM 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 oncall 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 followup.
- 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 Serivce 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 inline with Incident Resolution Documents procedures and operating instructions.
- Accurately documents escalates and makes notification to oncall 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.
- Disaster Recovery.
- Participates in Disaster Recovery activities as required.
- Acts as a liaison between Technical Services Production Control and other Information Technology teams to resolve issues.
- Performs backup operations as required.
- Continuous Process Improvement.
- Works with DCO management to ensure that processes and services are continuously monitored for quality costeffectiveness and efficiency.
- Proactively seeks to identify opportunities for process workflow improvements and operational efficiencies and provides recommendations for implementing changes.
- Actively assist in the creation of new techniques technologies and ideas that will enable more proactive resolutions to issues and potential issues.
- Assist in developing documenting testing and the implementing of processes and procedures.
- Engages in process and quality improvement activities.
- Provides process improvement recommendations to team leads and managers.
- Training/Administration.
- Complete all assigned training prior to required completion dates.
- Attend all Information Systems Corporate and OJT training as assigned by management.
- Strives to achieve a high degree of position qualification by continually increasing knowledge and skills inline with improvements and changes to the enterprise IT environment tools and processes.
- Ensures the DCO work area and other supporting rooms are clean orderly and presentable.
- Additional Duties.
- Reports any abnormalities or violations to DCO supervisor or manager.
- Performs other duties or special projects as assigned.
Work Experience Education Certification / Training Required:
- Bachelors degree in a technical field preferred but not required.
- Minimum of 23 years of technical school training or equivalent work experience in a related field is 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 34 years of professional technical or customer support experience in a corporate environment supporting at least 1000 users.
- Must be available to work night shift from 7:00PM7:30AM. The work schedule is a 3day rotation alternating MW and ThSu about every 4 weeks.
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 multitask.
- Strong interpersonal skills.
- Strong oral and written communication 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.
$43500 $60920 a year
Protectives targeted salary range for this position is $43500 to $60920. 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 Protectives total compensation package for employees.
This position also offers additional incentive opportunitiesthrough an annual incentive based on individual and Company performance.
Employee Benefits:
We aim to protect our employees wellbeing through a broad benefits offering. For example we protect physical wellbeing through health dental and vision insurance.We protect mental wellbeing through mental health benefits and an employee assistance program.We protect time away from work with a variety of paid time away benefits e.g. paid time off paid parental leave shortterm disability and a cultural observance day).We protect financial wellbeing through contributions to healthcare accounts a pension plan and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards Protectives platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Companys benefit plans.
Diversity and Inclusion:
At Protective we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people attract diverse talent and support strong diverse communities.
We support diversity equity and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace all skills and abilities. Our aim is to create an equitable environment for all leaders and employees that will drive performance and impact business strategy. In this way we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices robust development opportunities and focus on retention of key talent.
We are proud to be an equal opportunity employer committed to being inclusive and attracting retaining and growing the talents of a diverse and inclusive workforce.
Accommodations for Applicants with a Disability:
If you require an accommodation to complete the application and recruitment process due to a disability please information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.
Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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