Note: The job is a remote job and is open to candidates in USA. Nationwide is a Fortune 100 insurance and financial services company whose Technology team enables innovation and adoption of technologies that deliver business results. The Technology Operations Analyst supports the Enterprise Command Center by monitoring applications and infrastructure, troubleshooting incidents, supporting cloud and middleware environments, deploying application code, and improving IT service management processes.
Responsibilities
- Performs 24/7 Internet Application and Distributed Server platform monitoring
- Provides level 1 & 2 Incident and Request support for the Web Middleware (WebSphere, IHS, Tomcat), MQ, Windows and Linux operating system infrastructures and level 1 support for Cloud enablement team (AWS & Azure) handling incidents
- Supports all incidents, requests, and validation activities for monthly Application Release, Infrastructure Release and Disaster Recovery activities
- Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities
- Performs production code deployments for application code moves
- Provides service monitoring support for all Windows servers – SCOM monitoring tool
- Performs independently basic and complex day-to-day tasks (Incidents, Requests, Tasks, Changes)
- Participates in onboarding training of newer associates in all necessary IT Service Management processes and procedures
- Proposes procedural documentation updates as identified and communicates to Team Leads for approval
- Consults with business partners as an escalation point to resolve complex system issues
- Completes in-depth analysis into the team’s work (Incidents, Requests, Tasks, Changes) to identify trends, complete problem analysis, with the focus on improvements in people (training, skills uplift), process (IT Service Management process enhancement opportunities), or technology (problematic software systems and/or hardware devices that would require fixes or replacement)
- Performs procedural documentation analysis, updates as necessary, and communicates procedural changes to the team
- May perform other responsibilities as assigned
Skills
- The ideal candidate brings experience with a range of technologies
- Linux and Windows environment
- Middleware and application platforms
- AWS and Azure cloud environments
- APIs and connected service environments
- Monitoring and observability tools and practices
- We're especially interested in someone who brings strong critical-thinking and problem-solving skills
- You should be comfortable investigating unfamiliar situations, asking the right questions, testing reasonable approaches, and taking thoughtful action when the answer is not already documented
- Success in this role requires adaptability, initiative, and sound judgment
- The strongest candidates will be able to work through ambiguity, collaborate across technical teams, and translate complex technical findings into clear business impact and next steps
- Proven experience with infrastructure and data center environments, as well as alert and event monitoring practices
- Thorough understanding of IT Infrastructure Library (ITIL) best practices
- Proven experience in a customer service role
- Experience: Two years or more application/Infrastructure support experience
- Cloud infrastructure knowledge (i.e., Amazon Web Service, Microsoft Azure)
- Fluency in Windows Server Operating Systems
- Performs both basic and complex middleware commands
- Reviewing logs and other tools to aid in troubleshooting
- Fluency in Linux Server Operating Systems
- Solid communication and collaboration skills
- Education: Undergraduate studies in computer science, management information systems or a related field is preferred
- ServiceNow experience a plus
- Technology certifications or designation are not required, but strongly encouraged (i.e.: AWS, ITILv4)
Benefits
- Hybrid work environment
- Medical, dental, and vision coverage
- Life insurance
- Short- and long-term disability coverage
- Paid time off, with newly hired associates receiving a minimum of 18 days paid time off each full calendar year, prorated quarterly based on hire date
- Nine paid holidays
- 8 hours of Lifetime paid time off
- 8 hours of Unity Day paid time off
- 401(k) with company match
- Company-paid pension plan
- Business casual attire
- Overtime eligibility (Non-Exempt)
Company Overview
Company H1B Sponsorship