Production Operations Analyst II

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.Why This Role Matters:The Production Operations Analyst II role is primarily responsible for the intake, monitoring, and ticketing of all service-impacting events supported by NOC process. This role serves as the initial point of contact for any suspected large-scale issues affecting Group 1001 business services, utilizing various intake methods including phone calls, email, in-person reports, monitoring tool telemetry, and instant messaging notifications. The Production Operations Analyst II is tasked with quickly triaging, documenting, and either repairing or escalating incidents to the NOC Operator in accordance with NOC processes outlined in Method & Procedure documentation. An effective Production Operations Analyst II candidate will demonstrate the ability to manage and escalate issues efficiently, ensuring that critical incidents are escalated within 15 minutes to minimize business impact.The Production Operations Analyst II role retains all core Production Operations Analyst II responsibilities while taking on Team Lead duties. This position guides and mentors NOC Analyst 1 employees, ensuring effective triage, ticketing, and escalation of incidents, serving as the primary escalation point within the team.How You'll Contribute:The Production Operations Analyst II role is expected to be familiar with monitoring typical IT network, systems, and application services in a highly SLA-driven environment. This role requires a solid understanding of the IT telemetry monitoring tools utilized by the NOC, with the ability to correlate alarms with potential service impacts. The Production Operations Analyst II role is responsible for the rapid identification and escalation of major service-impacting conditions to the NOC Operator, ensuring that incidents are handled swiftly and in alignment with NOC processes. For minor service-impacting events, NOC process may also dictate that the NOC Analyst provide repair actions directly. Strong communication skills are essential, as this role requires clear and concise reporting of incidents in both written and verbal formats, contributing to effective incident management and resolution.This is Hybrid role begins with 30 days of on-site training, Monday to Friday, 8am - 5 pm ET in Zionsville, IN. After training, the position shifts to a Hybrid schedule with three in-office days and two remote days per week. The in-office days will be Tuesday through Thursday each week and are required to support critical business monitoring services that have been setup in the NOC room specifically. The weekly schedule includes one weekend day and four weekdays. During important company events or major team meetings that involve other employees travelling to the office from out of town, this role occasionally requires Monday or Friday to also be worked in the office, not to exceed two weeks per month.Available Schedules:1st Shift (8am-5pm, 1 Hour Lunch, Tues-Thu In-Office @Zionsville – Other Days Remote)Mandatory On-Site Requirement:On-site presence is a mandatory requirement each week from Tuesday through Thursday to support the critical business monitoring services built specifically within the NOC room of the Zionsville, IN officeNOC is an interactive technical forum, wherein which colleagues must be able to walk up to and inquire with NOC staff about suspected outages, to perform troubleshooting, or to see the overall health of the organization. For these reasons, remote work is not viable for any in-office portions of the scheduleDuring important company events or major team meetings that involve other employees travelling to the office from out of town, this role occasionally requires Monday or Friday to also be worked in the office, not to exceed two weeks per monthMain Accountabilities:Monitor IT network, systems, and application infrastructure services for any service-impacting eventsRespond to alarms and notifications from monitoring tools within established SLA guidelinesTriage, ticket, and escalate issues to the NOC Operator role within 15 minutes of detection or reportServe as the initial point of contact for service-impacting incidents through various intake methods, including phone, email, in-person, and instant messagingCorrelate telemetry data from monitoring tools to identify potential service disruptionsDocument incident details and actions taken in ticketing systems with clear and concise communicationFollow Method & Procedure documentation to ensure consistent and accurate incident management processesCollaborate with NOC Operators and other IT teams to resolve or escalate incidents as neededParticipate in post-incident reviews to improve response processes and update Method & Procedure documentationMaintain awareness of current infrastructure status and known issues to provide accurate incident contextQualifications:Associate’s degree from an accredited college or university in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experienceFamiliarity with IT network, systems, and application infrastructure monitoring in an SLA-driven environmentExperience with IT telemetry monitoring tools and the ability to quickly learn new tools as neededStrong communication skills, both written and verbal, for clear incident reporting and escalationAbility to rapidly assess and respond to service-impacting incidents under time-sensitive conditionsProven ability to work effectively in a team environment, particularly in high-pressure situationsBasic understanding of incident management and escalation processesDetail-oriented with strong organizational skills to manage multiple incidents and tasks simultaneouslyHigh level of energy and the ability to maintain professionalism during incident managementAbility to follow established processes and adapt to new procedures as they are developedTechnical aptitude and willingness to learn new skills and technologies relevant to the NOC environmentBenefits Highlights: Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options. Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability. All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required. Employees may also participate in the Company’s 401K plan, with matching contributions by the Company. Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.#LI-AS1SummaryLocation: Zionsville, Indiana; Waltham Office (230 City Point); Remote LocationType: Full time