IT Ops Technician

IT Ops Technician

22 Jun 2024
Georgia, Norcross, 30003 Norcross USA

IT Ops Technician

Vacancy expired!

Company Summary

Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Target Openings
1

Job Description Summary
The IT Operations Technician provides 24/7 support surrounding Mainframe, Distributed, Network, and/or Voice technologies. The incumbent supports the production infrastructure and critical business applications to resolve non-traditional technology problems with minimal guidance and responsibility, to determine the cause and to recommend solution(s) that others will take action on and/or implement. Works closely with all lines of business and core IT organizations to establish processes, implement changes and oversee new and updated product implementations. The incumbent applies experience and technical expertise to ensure high level of customer service and satisfaction, product quality, and timeliness of product, technical and/or business deliverables. Must have a thorough understanding of the technologies he/she is responsible for. May function as a technical lead and/or an interim team lead. Could manage a group of employees, setting goals/objectives and complete performance evaluations of employees being led. This job is a Team Lead: Directs daily work activities of a small group of employees. Works with higher level manager to set goals/objectives and provides input regarding performance of employees being led. Employees do not typically have formal reporting relationship to a team lead job. This job works under General Direction: Establishes procedures for attaining specific goals and objectives in a broad area of work. Generally final results are reviewed. (Typically applies to a manager or expert/top level professional.)
Primary Job Duties & Responsibilities

  • Serves as the Subject Matter Expert (SME) for at least two products and/or tools in the Mainframe, Distributed, Network, or Voice environments. Is able to implement complex changes with no oversight.
  • Resolves incidents and issues associated with Mainframe, Distributed, Network, or Voice and escalates when appropriate. Can independently decide on appropriate courses of action. Able to tie various pieces of data together to draw logical conclusions.
  • Provides superior customer service to all areas within IT Operations as well as the entire IT organization and business customers.
  • Provides direction/leadership to the associate members of the team when complex problems/issues are escalated.
  • May participate in projects assessing and recommending process and/or technology enhancements within IT Operations related to Mainframe, Distributed, Network, or Voice.
  • Executes and/or manages changes related to Mainframe, Distributed, Network, or Voice to include hardware and software installations, upgrades, removals, reconfigurations, repairs and/or re-cabling.
  • May prepare reports, analysis, business cases for operational and/or technical activities related to IT Operations. Oversees vendor personnel in the performance of installation, maintenance, and/or repair activities.
  • Functions as the shift manager when the shift director is not in the office. Position may require on-call support.

Minimum Qualifications
  • Three years of experience in at least two technologies; Distributed, Network, Mainframe, and/or Voice required. One year of experience conducting small training sessions required.
  • Able to work independent of day-to-day direction with demonstrated effective decision making skills.


Education, Work Experience, & Knowledge
  • Five years of experience in at least two technologies, Distributed, Network, Mainframe, and/or Voice preferred. Two years of experience conducting small training sessions preferred.
  • Experience directing other preferred.


Job Specific Technical Skills & Competencies
  • Technical Knowledge:
  • Incumbent requires strong technical skills and knowledge. Incumbent must possess a solid understanding of the Mainframe, Distributed, Network, and/or Voice technologies to execute routine problem diagnostics, incident and problem management, change implementation, product installation and support.
  • Value People:
  • Strong inter-personal relationship building skills.
  • Demonstrates a balanced view of own strengths and weaknesses.
  • Leverages strengths and works to improve in or manage areas of weakness.
  • Able to learn and apply new concepts.
  • Business Knowledge and Partnership:
  • Has strong working knowledge of both the business area of assignment and how IT impacts specific business areas.
  • Execution:
  • The individual must be capable of self-initiating solutions related to technical problems and deficiencies. Must be a solid problem solver, being cognizant of available technical and procedural resources, toward resolution that are low cost, fair, and service oriented. The person must also know when to escalate to management and expert technicians when the situation warrants. Initiates problem escalation to management and business line customers based on own judgment as well as according to established procedures.
  • Continuous Improvement Mindset:
  • Proactively seeks and offers ideas or new ways of doing things that will provide added value to existing company processes.
  • Candid Collaboration and Communications:
  • Seeks out and develops partnerships both within their group and throughout the organization.
  • Conveys and spreads candid and complete information while working with others towards group and company goals.
  • Speed and Flexibility:
  • Assesses and adapts to change while maintaining stability and integrity.
  • Must be able to handle new and/or shifting priorities.
  • Displays commitment to excellence and looks to improve and promote quality.
  • Leadership:
  • Takes initiative and successfully presents new ideas that have clear merit and value.
  • Recognizes need for and demonstrates role model behavior.
  • Planning and Project Management:
  • Has strong understanding of how projects impact the business and demonstrates solid project management skills.
  • Value of Money:
  • Understands and treats all resources as a precious commodity.
  • Stays within budget or comes in under budget.


Environmental / Work Schedules / Other
  • Position may be in a 24/7 operation and require alternate work schedules) or in an operation requiring on-call support.


Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

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Job Details

  • ID
    JC15719211
  • State
  • City
  • Job type
    Permanent
  • Salary
    N/A
  • Hiring Company
    Travelers
  • Date
    2021-06-21
  • Deadline
    2021-08-20
  • Category

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