Analyst, Network Services Practitioner
Nationwide
This position is staffed in the fast-paced Nationwide Network Technology Operations Center (NTOC). This department is responsible for incident, change, and request facilitation, as well as infrastructure monitoring and triage. This position is exposed to multiple Nationwide business units and provides a unique opportunity for career growth and multiple career paths. The Network Hosting organization is a close-knit department that exemplifies the Nationwide values and culture.
Ideal candidate will have:
1 to 2 years of IT Operations Experience
Knowledge in Cisco routing/switching, certifications a plus
Knowledge in software defined networking
Understanding of WAN and LAN designs and concepts
Experience in managing large scale network incidents
Ability to prioritize tasks quickly based on impact to the business
Experience in IT Service Management, especially incident, change, and request management
Network monitoring and dashboard experience
Ability to escalate with and influence external providers
Ability to adapt to changing technology, organization structure, and processes within the department and the company as a whole
Job description:
This position is for an Analyst on a network support team that works in a 24/7 environment. This position will be staffed on non-standard shifts. Associate would be expected to work on night and weekend shifts:
Rotating shifts are Mon - Wed 6:45a - 7:15p, Mon - Thurs 7:45a - 5:15p, Mon - Wed 6:45p - 7:15a, Thurs - Sat 6:45a - 7:15p, Tues - Thurs 6:45p - 7:15p. This schedule rotates every 6 weeks.
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This position is responsible for:
Network monitoring
Triage, troubleshooting, and resolution of network incidents and events
Thorough communication and documentation for major network incidents
Circuit and co-location vendor engagement and escalations
Network request fulfillment
Configuration capture for power down activities and validation of network health post event
Network engineering team collaboration during incident and change activities
The ideal candidate will be a self-motivated thought leader. They will have a future forward mindset and the tenacity to drive the team forward in support of Next Generation network technologies. They should display the potential for high performance and engagement. Troubleshooting skills and attention to detail are vital to this role. They will also be a data driven decision maker with great planning, organization, and communication skills.
Compensation grade D4
Job Description Summary
If you’re enthusiastic about delivering secure technology solutions to support a company providing extraordinary care to its customers, then Nationwide Technology is the place for you. Nationwide's industry-leading technology workforce embraces an agile work environment and a collaborative culture to deliver outstanding solutions and results. If that sounds like something you aspire to, we want to hear from you!This position is staffed in the fast-paced 24/7 Nationwide Network Technology Operations Center (NTOC). As a Network Services Practitioner you will be part a team responsible for incident, change, and request facilitation, as well as application and infrastructure monitoring and triage. This position is exposed to all of Nationwide’s business units and provides a unique opportunity for career growth and multiple career paths.
Job Description
Key Responsibilities:
Performs work in adherence with IT Service Management best practices, with focus on incident, change, and request management.
Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
Supports delivery teams in their release activities.
Installs software upgrades and configures changes, including planning, scheduling and validation.
Communicates status of issues/incidents (including business impact) to allow for immediate response to service disruptions.
Assists in Level I and/or Level II technical support for network hardware and software configuration, incident management process, monitoring, and knowledge management.
Coordinates with Level III support to assist in mitigating of incidents and validation of change activities involving network hardware and software.
Provides technical support to diagnose, analyze, research, and resolve complex technology issues for internal users and business partners.
Monitoring of network event dashboard, identifying actionable events, and escalating to incidents.
Engagement and escalation with external vendors (circuit/cloud providers, co-located facilities)
Delivers network functionality and services against defined Service Level Agreements (SLAs) and Operating Level Agreements (OLAs).
May perform other responsibilities as assigned.
Reporting Relationships: Reports to Manager/Director, Technology Leader.
Typical Skills and Experiences:
Education: Undergraduate studies in computer science, management information systems, communications systems management or a related field is preferred.
License/Certification/Designation: Technology certifications or designation are not required, but encouraged (i.e.: CCNA, CompTIA, AWS, Security).
Experience: One year or more of Technology Operations Experience.
Knowledge, Abilities and Skills: Cisco routing/switching experience is recommended. Understanding of WAN and LAN designs and software defined networking is a plus. Ability to prioritize tasks quickly based on impact to the business is required. Knowledge of network configurations is a plus. Influencing, negotiating and priority setting is needed. Insurance/financial services industry knowledge is a plus.
The ideal candidate will be a self-motivated thought leader. They will have a future forward mindset and the tenacity to drive the team forward in support of Next Generation network technologies. They should display the potential for high performance and engagement. Troubleshooting skills and attention to detail are vital to this role. They will also be a data driven decision maker with great planning, organization, and communication skills.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.
Values: Regularly and consistently demonstrates Nationwide Values.
Job Conditions:
Overtime Eligibility: Eligible (Non-Exempt)
Working Conditions: In office and Hybrid opportunities available. Non-standard or extended work may be required based on project needs. Some travel may be required.
ADA: 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.
Benefits
We have an array of benefits to fit your needs, including: 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. To learn more about the benefits we offer, click here.
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.