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Evening Technology Support Engineer

2 months ago

Norcross, Georgia, United States The Travelers Companies, Inc Full time
About Us

At Travelers, we prioritize the well-being of our customers, communities, and each other. This commitment has solidified our standing as a leading property casualty insurer for over 160 years. Join us to experience a culture driven by innovation and collaboration. Imagine enjoying your work and your workplace.

Job Category

Technology

Compensation Overview

The annual base salary range for this position reflects a nationwide market range and encompasses a wide array of salaries for this role across the country. The actual salary will be influenced by various factors, including the role's scope, complexity, and location; the candidate's skills, education, training, credentials, and experience; as well as other employment conditions. Our comprehensive compensation and benefits program also includes eligibility for performance-based cash incentive awards.

Salary Range
$72,000 - $119,500.00

What Is the Opportunity?

At Travelers, we aim to optimize our operations to provide exceptional service and products to our customers, employees, and clients. The Technology Operations Center is dedicated to addressing the technology needs of our workforce. As a Technology Operations Engineer, you will support either the Incident Response Team or the Problem Management Team within the Technology Operations Center. Your role will involve assisting customers with both basic and complex issues by responding to incidents, requests, and problem tasks, opening support cases with our technical vendors, and ensuring issues are resolved effectively. You will thrive in a dynamic environment, utilizing your collaboration, incident correlation, and communication skills.

Key Responsibilities
  • Work Schedule - Wednesday through Friday (and every other Saturday) from 6 PM to 6 AM.
  • Assist in troubleshooting network infrastructure and services, respond to alerts, devise solutions, and deliver customer support.
  • Resolve tasks that necessitate critical thinking and adhere to documented actions and instructions to complete assignments.
  • Collaborate with colleagues to proactively identify potential issues and areas for improvement within the existing network environment.
  • Support and consult with application areas and business units to provide technology recommendations and solutions that align with business needs.
  • Exhibit flexibility and readiness to work rotational off-hours for on-call support with minimal notice.
  • Contribute to the proactive identification and resolution of technological challenges.
  • Identify and address infrastructure root causes utilizing the Root Cause Analysis process (RCA).
  • Enhance the resilience of systems experiencing faults.
  • Improve troubleshooting documentation in collaboration with the Incident Response Team.
  • Provide insights to develop and/or redesign solutions in partnership with application and engineering teams.
  • Perform additional duties as assigned.
Ideal Candidate Qualifications
  • Ability to build, leverage, and maintain effective alliances across technical and business communities to achieve efficient and effective results.
  • Proven capability to research, analyze, and identify the root cause of significant system outages under pressure, providing recommendations for corrective actions to restore services to critical business systems.
  • Strong project management skills with the ability to handle multiple projects simultaneously and ensure timely completion.
  • Excellent communication skills, capable of translating technical concepts into relevant business terms.
  • Familiarity with Information Technology Infrastructure Library processes and event management.
  • Technical aptitude with a quick learning curve for new concepts and technologies (e.g., Amazon Web Services, Google Compute Platform, OpenShift Container Platform, Pivotal Cloud Foundry technologies).
  • Self-starter mentality with the ability and motivation to work independently with minimal supervision.
  • Experience supporting Middleware technologies, including Application and Web Servers, SSO technologies, automation tools, scripting, monitoring, analysis tools, and/or network technologies.
  • A four-year degree is preferred.
Essential Requirements
  • A minimum of three years of hands-on experience supporting complex workflows and creating solutions in a large organization.
Benefits
  • Health Insurance: Coverage is available for employees and their eligible family members from the first day of employment.
  • Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program, where Travelers contributes to your 401(k) account when you make a payment toward your student loan. You are also eligible for a Pension Plan fully funded by Travelers.
  • Paid Time Off: Start your career at Travelers with a minimum of 20 days of Paid Time Off annually, plus nine paid company holidays.
  • Wellness Program: Our wellness program includes tools, discounts, and resources to help you achieve your wellness goals and caregiving needs. Additionally, our mental health program offers access to free professional counseling services, health coaching, and other resources to support your daily life needs.
  • Volunteer Opportunities: We are deeply committed to the communities we serve and encourage our employees to engage. Travelers has a Matching Gift and Volunteer Rewards program that enables you to contribute to the charity of your choice.
Employment Practices

Travelers is an equal opportunity employer. We believe that we can deliver the best products and services when our workforce reflects the diverse customers and communities we serve. We are dedicated to recruiting, retaining, and developing diverse talent among our employees and fostering an inclusive workplace where we celebrate differences, promote belonging, and collaborate to achieve extraordinary results.