IT Operations Analyst II in Cleveland, OH at National General Insurance

Date Posted: 2/28/2018

Job Snapshot

Job Description

Primary Purpose:

The Operations team is responsible for monitoring and alerting for network systems, applications, and the server environments. The Operations Analyst II monitors the health of the infrastructure and where possible, makes timely decisions to ensure optimal network performance and organizational productivity.  The incumbent is responsible for timely escalations to support groups to quickly and efficiently restore services when outages occur. 


Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Process level 1 and 2 team tickets and requests
  • Comply with standard processes and procedures documentation
  • Strong customer service focus to successfully interact with end-users and peer teams
  • Relies on extensive experience and judgment to plan and accomplish goals
  • Interact closely with customers to understand their needs and / or requirements
  • Ability to coordinate with geographically dispersed teams to achieve results
  • Ability to support 24x7x365 on-call rotation as needed
  • Assist in troubleshooting team related issues
  • Provide coaching to less experienced team members
  • Participate in projects as necessary
  • Makes complex ideas or situations clear, simple, and/or understandable
  • Escalate operational issues and anomalies as needed
  • Contact support teams as necessary to assist in incident resolution in relation to system alerts
  • Assist in resolving simple password / account related Service Desk calls
  • Exhibit strong remediation skills
  • Work with Network Engineering and Tier1 Support to identify and resolve reoccurring issues
  • Duties may require off shift support, such as second or third shift work.


Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor Degree or in-lieu of degree equivalent education, training and work-related experience
  • 3+years of experience in an IT support environment
  • High degree of initiative, mature judgment, and discretion
  • Consistently seeks to develop self and skills needed to be prepared for future opportunities Commitment to continuous process improvement
  • Must perform well in high-energy, dynamic and team-oriented environments
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Demonstrated integrity within a professional environment
  • Must possess effective verbal and written communication skills
  • Experience working with an enterprise ticketing system
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • Ability to assist other team members in conveying information to business partners


Desired Skills:

  • Bachelor’s Degree in an IT related discipline, or the equivalent combination of education, professional training, and work experience
  • Active Directory knowledge a plus
  • Background in IT system monitoring and alerting, as well as, incident management
  • Strong background in IT system monitoring and alerting, as well as, incident management
  • ComTIA IT Certifications a plus
  • Skybot and Globalscape knowledge a plus
  • Knowledge of various monitoring tools (SCOM, Solarwinds, vRealize Operations, New Relic, Observium, Tripwire) a plus
  • Experience  working in a NOC team and environment

Job Requirements


About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.