Sr Analyst, Technology Operations Analyst
Nationwide Mutual Insurance Company
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Benefits offered by this job
Job summary
Nationwide Mutual Insurance Company is seeking a Technology Support Center Practitioner to monitor and support our internet application and distributed server platforms.
The role requires handling incidents, code deployments, and supporting cloud environments (AWS & Azure) across Windows and Linux infrastructures.
Qualifications
- Proven infrastructure and data center experience.
- Thorough ITIL knowledge and best practices.
- Customer service experience is preferred.
Responsibilities
- Performs 24/7 Internet Application & Distributed Server monitoring.
- Provides level 1 & 2 Incident and Request support for Web Middleware, MQ, Windows and Linux infra.
- Supports monthly Application and Infrastructure Release and Disaster Recovery activities.
- Deploys production code and supports monitoring for Windows servers (SCOM).
- Participates in onboarding training and documents procedures for team use.
Skills
Education
Tools
Job description
If you’re passionate about being part of a dynamic organization that enables a Fortune 100 company with nearly $70 billion in annual sales to drive innovation and adopt new technologies that deliver business results, then Nationwide’s Technology team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.
This role will work a hybrid schedule coming into the Columbus, Ohio, Des Moines, Iowa, or Scottsdale, Arizona office. Remote internal associates may also be considered.
Training/onboarding will be 7:30 am ET – 4:00 pm ET (45min lunch) for first 6 to 8 weeks. On shift hours will be Sunday, Monday, Tuesday 7:30 am ET to 8:00 pm ET, three days in a row (37.5 hours/week). Subject to change based on workload needs.
We’re looking for a technically adept, curious, action-oriented professional to join our team and help us understand, support, and improve complex application and infrastructure environments.
This role is a great fit for someone who can take our monitoring and observability signals and connect the dots across technology layers and determine what it means, what may be causing it, how to move toward resolution, and what the impact is to the business.
- 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.
- Performs 24/7 Internet Application & 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.
Reporting Relationships: Reports to Manager, Technology Services Leader.
The ideal Technology Support Center Practitioner has the following experiences.
- 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.
Undergraduate studies in computer science, management information systems or a related field is preferred.
Technology certifications or designation are not required, but strongly encouraged (i.e.: AWS, ITILv4).
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
- ServiceNow experience a plus
- Other criteria, including leadership skills, competencies and experiences may take precedence.
Regularly and consistently demonstrates Nationwide Values.
Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged.
Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.
Fast-paced, complex technical environment. Constant interaction with IT business partners and tools (ServiceNow, MS Teams, vSphere, etc.)
Eligible (Non-Exempt)
Hybrid work environment. Non-standard or extended work may be required based on project needs.
The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.
We currently anticipate accepting applications until 08/21/2026. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.
- medical/dental/vision
- 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 pro-rated 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
- and more
This position could be filled within any of the lower 48 U.S. states.
Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247. For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf
We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range.
Note on Compensation for Part‑Time Roles: Please be aware that the salary ranges listed below reflect full‑time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full‑time schedule.
The national salary range for Sr Analyst, Technology Support Center Practitioner : $69,500.00-$129,000.00
The expected starting salary range for Sr Analyst, Technology Support Center Practitioner : $69,500.00 - $103,500.00
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