01Key Responsibilities
Oversee and monitor mainframe batch processing operations. Troubleshoot and resolve batch job failures (abends). Accurately document resolution steps and escalate issues when necessary. Collaborate with cross-functional support teams as needed.
Mainframe Skills [Non-Discretionary]
JCL
COBOL
DB2
VSAM
CICS
Mainframe SQL
Batch processing support
The ideal qualified candidate will need to work 9:30 PM - 6:30 AM EST (7:00 AM to 4:00 PM IST).
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!
As a Technology Services Analyst you'll support and maintain applications, personal computing equipment and infrastructure across all environments. You will provide a variety of technical services in support of applications and infrastructure. You'll play a vital role in the fulfilment of IT Service Management (ITSM) processes.
You'll assist in the training, oversight and utilization of analysts tasked to employ provided tools and technical knowledge to resolve agent and internal customer technology equipment and application issues in a timely and efficient manner. You'll collaborate with individuals across many technology teams (e.g., Application Development, Security, Infrastructure Engineering, Rapid Response Application, Infrastructure Products, Partner Solutions, etc.), to execute corrective actions/tasks and advocate on behalf of associates and agents. You'll, based on operational observations, data analysis, and service volumes, recommend and apply process improvements as well as monitor production for the escalation of business impact and service interruptions.
Job Description
02Key Responsibilities
Acts as next level escalation resource to handle complex or volatile customer issues when encountered by analysts.
Identifies and escalates major technology issue/incident trends, to the Enterprise Command Center.
Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
Provides after-hour, weekend and holiday critical on-call support to member-facing associates and agents.
Coaches and uplifts Technology Service Advisory Analysts by coordinating and facilitating the on-the-job training portion of new analyst onboarding.
Provides back-up support to Technology Service Desk leaders to monitor real-time schedule monitoring, service desk volume spikes, service interruptions and channel work fluctuations.
Acts as a surge resource to provide overflow support to serve as the first point of contact for associates and independent agents seeking technical assistance.
Performs Level I technical support to diagnose, analyze, research, and resolve technology equipment and application technical issues for users via phone, web, and chat channels.
Identifies and partners on implementing improvement opportunities identified through data analysis, proactive and reactive investigation, and department forum feedback.
Responsible for the overall PC Lifecycle from acquisitions to retirement of Nationwide's Hardware Assets, including Personal Computers (PC), monitors, and related items; including data recovery, diagnostics of the PC, warranty repair, inventory management, and proper retrieval and .
