IT Operations Technician II

Protective Life Insurance Company; Birmingham; On-site; USD 43,000 - 61,000; Full time

Job summary

An established industry player is seeking a dedicated IT Operations Support Specialist to ensure seamless data center operations. This role involves monitoring critical systems, managing incidents, and providing exceptional customer support in a fast-paced environment. You'll collaborate with various teams to enhance processes and ensure operational excellence while participating in disaster recovery activities. If you're a proactive problem-solver with a knack for technical support and a commitment to continuous improvement, this opportunity is perfect for you.

Benefits

Health insurance

Dental insurance

Vision insurance

Mental health support

Paid time off

Parental leave

Disability benefits

Pension plan

401(k)

Wellbeing programs

Qualifications

• 2-3 years of relevant experience in IT operations required.
• 6 years in a 24/7 mainframe or network operations environment preferred.

Responsibilities

• Monitor systems and networks using industry-standard tools.
• Execute manual jobs and support IT operations effectively.

Skills

System Monitoring

Customer Support

Problem-solving

Technical knowledge of Windows

Attention to detail

Education

Bachelor's degree

Tools

TSO

OMEGAMON

TMON

WebNM

SCOM

SolarWinds

EnviroNet

Control-M

Job description

Impact and Role Overview

The work we do impacts millions of lives. We help protect our customers against life's uncertainties, providing protection and peace of mind when needed most.

This position involves supporting our Data Center Operations with 24/7/365 coverage. The team diagnoses operational issues with applications, operating systems, and hardware, using industry-standard tools and techniques.

Responsibilities

1. System Monitoring: Monitor distributed systems, networks, environmental systems, mainframes, and business-critical APIs using tools like TSO, OMEGAMON, TMON, WebNM, SCOM, SolarWinds, and EnviroNet.
2. IT Operations Support: Execute manual cycles/jobs, support Control-M, produce daily reports, and document system abnormalities.
3. Customer Support and Communication: Use escalation procedures, communicate effectively during events, and respond to customer requests professionally.
4. IT Operations Management: Review ITOM platform scans and alerts, collaborate with IT owners to resolve issues.
5. Incident, Problem, and Change Management: Log and document requests, issues, and changes using appropriate software, and coordinate incident resolution.
6. Disaster Recovery: Participate in DR activities, perform backups, and liaise between teams to resolve issues.
7. Process Improvement: Monitor and improve processes, suggest efficiencies, and develop new techniques and procedures.
8. Training and Administration: Complete training, maintain a clean work environment, and pursue continuous learning.
9. Additional Duties: Report abnormalities, perform special projects as assigned.

Qualifications

• Bachelor's degree preferred; minimum 2-3 years of relevant experience required.
• At least 6 years in a 24/7 mainframe or network operations environment; print experience is a plus.
• Ability to work various hours, including nights, shifts, holidays, and overtime.
• 3-4 years supporting a large user base in a corporate environment.

Knowledge, Skills, and Abilities

• Positive attitude, adaptability, effective time management.
• Attention to detail, strong communication and customer service skills.
• Technical knowledge of Windows, LAN/WAN, TCP/IP, routers, switches, firewalls, DNS, DHCP, subnets.
• Problem-solving skills, ability to work independently, physical ability to lift up to 50 pounds.

Compensation and Benefits

Salary range: $43,500 to $60,920, plus incentives. Benefits include health, dental, vision, mental health support, paid time off, parental leave, disability, pension, 401(k), and wellbeing programs.

Additional Information

Applicants requiring accommodations should email [e-mail]. Protective is an equal opportunity employer committed to diversity and inclusion.