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Infrastructure Service Management, Sr Analyst

Company: Guardian Life
Location: Bethlehem
Posted on: January 15, 2020

Job Description:

Do you have the desire to be part of a growing and innovative team? Is a culture where People Count and We do the Right Thing important to you? If so, Guardian Life Insurance Company is actively seeking a passionate, driven Infrastructure Service Management, Senior Specialist to provide Eyes on Glass monitoring and operational support for Guardians enterprise systems. The role will provide customer service, troubleshooting, and incident management for all users contacting the 24 x 7 x 365 EOC environment.

You are:


  • A flexible 24x7 Network Operations Center & Service Management professional with a working knowledge of industry standard technologies.

    You have:

    • Working knowledge of the following industry standard technologies is required for this role, including:

    • Server Operating Systems (Windows, Linux/Unix, VMWare)
    • Server Hardware (Cisco UCS, IBM P-Series)
    • Cloud Technologies (Amazon Web Services (AWS) Core Services, Terraform, Security Groups, Jenkins)
    • Citrix
    • Microsoft Active Directory

    • Networking (TCP/IP, QIP (DNS), Wireless, F5, Riverbed, Cisco Routers/Switches, CatOS/Nexus)
    • Security (Anti-virus (Trend Micro, Symantec), SSL Certificate Management)

    • Basic understanding of networking topics/troubleshooting
    • Experience with configuration management tools, including Puppet or Ansible
    • Ability to closely follow and adhere to SOPs
    • Ability to identify opportunities for efficiencies within SOPs
    • Development or enhancement of training and upskilling programs

    • Experience with Automation tools Resolve, UIPath, etc.
    • Experience performing large scale OS Patching for Windows and Linux environments
    • Strong experience working with ticketing tools such as ServiceNow, Zenoss or any other monitoring tool, Cloud monitoring tools (CloudWatch, CloudTrail), AppDynamics (or similar APM tool)
    • Scripting skills Powershell, Python, UNIX shell scripting
    • Strong problem-solving and troubleshooting skills

    • Keen analytical and structured approach to problem solving

    • Ability to follow instructions and Standard Operating Procedures (SOPs)
    • Excellent written and spoken English language skills with an ability to speak loudly and clearly
    • Outstanding customer service skills and dedication to customer satisfaction
    • Excellent documentation skills

    • Proven ability to work independently

    • Ability to work well in a team environment

    • Ability to accommodate flexible work schedules

    • Ability to triage outage bridge calls and drive calls to closure.

    • Ability to handle crisis situations that require critical thinking, problem definition and diagnosis skills
    • Ability to speak confidently with Developers, Engineers and Management
    • Minimum of 2 years of experience in a 24x7 Network Operations Center & Service Management role
    • Strong Microsoft Word, Excel, PowerPoint skills
    • Bachelors Degree or similar required
    • A +, Network +, Security +, Microsoft, Cisco Certifications preferred

    • Flexibility to work in 24x7x365 shifts on rotational basis
    • Must be comfortable working in a highly critical, fast paced environment with shifting

Keywords: Guardian Life, Bethlehem , Infrastructure Service Management, Sr Analyst, Professions , Bethlehem, Pennsylvania

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