Specialist, Technology Services Practitioner

Job Description Summary

The Technology Support Services role supports and maintains applications and infrastructure across all environments. You perform a variety of technical services in support of applications and infrastructure and play a vital part in the fulfilment of IT Service Management (ITSM) processes.

You will collaborate with individuals across many professional roles (e.g., Technology Application Development, Technology Analysis, Information Risk Management (IRM), Technology Engineering) and teams (e.g., Application Products, Delivery Lines, Technology Operations, IRM, Infrastructure Products, Project Managers, Infrastructure Partnership Leaders (IPLs)) to execute tasks and contribute recommendations based on operational observations, production and test performance/environments and end user needs/requirements.

The ideal qualified candidate will need to work 1st shift hou:00 AM - 5:00 PM EST (4:00 PM to 1:00 AM IST).

Key Responsibilities

• Executes work in adherence with IT Service Management best practices.
• Identifies, designs and assists in implementing opportunities to standardize operational environments.
• Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
• Designs and develops standard, repeatable production runs; creates all appropriate job control language; schedules scripts and standard documentation; and partners with other support organizations to set up and execute.
• Executes process improvements through optimization, enhancements and implementation of new operational features and functions.
• Provides consultation and support to delivery teams in their release activities.
• Engages in critical situations.
• Ensures currency of data in configuration management tools.
• Maintains adherence to contract license usage.
• Provides data-driven decisions by delivering operational metrics and by analyzing operational data to identify trends and potential problems.
• Analyzes, designs and reports operational data and makes continuous improvement recommendations.
• Delivers operational overview documentation and metrics with insights and analysis.
• Maintains operational knowledge of platforms, technologies and applications.
• Coordinates with others to allow for immediate response to service disruptions. Communicates root-cause analysis and critical situation findings to technology leaders.
• Drives research of end user issues with technology solutions.
• Provides oversight to ensure planning and coordination of enterprise release activities occurs.
• Executes Level 2 and 3 technical support for hardware and software application configuration, incident management processes, monitoring, and knowledge management.
• Coordinates with Level 3 support to assist in mitigating incidents and validation of change activities involving hardware and software.
• Serves as technical and process escalation for team members.
• Provides on-site support during Business Continuity and Catastrophic (CAT) related events, including infrastructure support from cabling and facilities coordination to network installation, telecommunications and network support.

Qualifications Experience

Education: Undergraduate studies in computer science, management information systems, or a related field is preferred.

Experience: Four years or more of technology experience developing and implementing routine solutions. One or more years of experience using basic levels of troubleshooting to fix a problem. Knowledge of planning, management and execution of the Accelerated Solutions Delivery framework, Information Security acumen.

Technical Skills

• Business Acumen
• Computer Science
• Continuous Improvement Process
• Data Analysis
• Emerging Technologies
• IT Infrastructure
• IT Service Management
• Technical Acumen

Soft Skills Attributes

• Effective communication and collaboration skills
• Analytical and problem-solving mindset
• Ability to work in agile and global environments
• Time management and prioritization
• Ability to influence, negotiate and set priorities needed
• Insurance/financial services industry knowledge a plus

Additional Information

Reporting Structure: Reports to Technology Manager

Working Hours: Aligned to India business hours with flexibility for global collaboration

Location Flexibility: Hybrid/Remote/In-office with periodic in-office collaboration

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.