IT Operations Technician I-IV

Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.6 million Ohioans through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.

Medical Mutual' s status as a mutual company means we are owned by our policyholders, not stockholders, so we don't answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us and help our members achieve their best possible health and quality of life.

IT Operations Technician I

Maintains, monitors, executes and contributes to the running of corporate computer systems including mainframe, mid-range, and distributed computing platforms. Conducts job processing, server monitoring, and problem resolution. Identifies and begins the resolution of hardware and software problems. Performs Helpdesk functions.

IT Operations Technician II

Maintains, monitors, executes, and contributes to the running of corporate computer systems including mainframe, mid-range, and distributed computing platforms. Conducts job processing, server monitoring, and problem resolution. Identifies and begins the resolution of hardware and software problems. Performs Helpdesk functions.

IT Operations Technician III

Oversees the operation and utilization of all Data Center computer systems. Operates and monitors mainframe, mid-range, open system platforms, and network topologies. Identifies and resolves hardware and software problems. Performs advanced Helpdesk functions and assists in department projects.

IT Operations Technician IV

Provides the technical expertise required in Production Services to ensure maximum utilization of hardware and software resources. Performs control function activities, performs production problem determinations and resolves moderately complex assignments within Information Systems Services (ISS) to ensure timey batch processing and meets service objectives. Performs in a leadership role by attending meetings, preparing user documentation, effective Helpdesk support and provides customer training to both users and Operations Technicians.

Responsibilities

IT Operations Technician I-IV

System Monitoring

• Regularly monitor and maintain IT systems to ensure optimal performance and uptime.

Incident Management

• Quick response to network issues or outages, following established protocols to troubleshoot and restore normal operations.

Troubleshooting

• Diagnose and resolve hardware, software, and network issues by engaging the correct teams promptly. User Support
• Reset passwords and perform other roles as needed. Handle phone calls and help desk emails during Holiday and Off-Hours.

Communication

• Gather information and communicate about all incident escalations to the entire IT team regarding ongoing incidents and other IT-related information. Accurately conveys technical information verbally and in writing to management, support staffs, clients, and vendors. Demonstrates the ability to determine the severity of the message and the appropriate level of response required.

Security Ops

• Perform routine engagement in Defender Tools to help with phishing, email quarantine, and other alerts.

Other Functions

• Stay current in knowledge of hardware, software, supporting tools, business flows and system methodology.
• Maintains adherence to ongoing Medical Mutual security and access procedures. Performs basic restart/recovery operations of abended jobs using ROBOT and GoAnywhere. Performs other duties as assigned. Monitors shift turnover by adequately transitioning the turnover process with complete and accurate documentation, effective discussion and conveying of the information to the oncoming shift. Contributes to a team effort by accomplishing relevant tasks as needed.

IT Operations Technician I

Education and Experience

* Bachelor's degree in information technology preferred but not required

* 1+ years in a prior Operations Management role or other IT Leadership Position preferred

* Experience implementing complex technology changes to drive outcome in fast-paced environments

* Experience working with senior business leaders to understand how business processes are supported by technology

* Experience supporting Technology Operations, Incident Response, Service Management, or any combination

* Experience in an Operations Center environment responsible for tier1/tier2 support and escalation

Professional Certification(s):

* Help Desk Institute (HDi) Support Analyst preferred

* Microsoft desktop certifications preferred

Technical Skills and Knowledge:

* Demonstrates knowledge of technical terms and operation of tools utilized for evaluation of hardware and software problems for mainframe, mid-range and / or desktop systems and knowledge of computer components, programming concepts, file access methods, scheduling packages and software.

* Basic MS Office Skills including MS Access

IT Operations Technician II

Education and Experience:

* Associates degree in Computer Science or related field.

* 2 years progressively responsible work experience in computer operations, programming, or technical support.

Professional Certification(s):

* Help Desk Institute (HDi) Support Analyst preferred

* Microsoft desktop certifications preferred

Technical Skills and Knowledge:

* Demonstrates knowledge of technical terms and operation of tools utilized for evaluation of hardware and software problems for mainframe, mid-range and / or desktop systems and knowledge of computer components, programming concepts, file access methods, scheduling packages and software.

* Intermediate MS Office Skills including MS Access

IT Operations Technician III

Education and Experience

* Associates degree in Computer Science or related field.

* 3 years working in a large computer operations environment.

Professional Certification(s):

* Help Desk Institute (HDI) Support Center Analyst preferred.

* Microsoft desktop preferred.

Technical Skills and Knowledge:

* Strong knowledge of technical terms and areas of tools utilized, for managing problems of hardware and software for mainframe, mid-range, and distributed systems.

* Fundamentals of JCL, Open systems, Network and Server architectures.

* Intermediate MS Office skills including MS Access.

IT Operations Technician IV

Education and Experience

* Associates degree in Computer Science or elated field.

* 4 years working in a large computer operations environment, experience in a mainframe, mid-range, servers, helpdesk, network and/or distributed computing.

Professional Certification(s):

* Information Technology Infrastructure Library (ITIL) foundations certification preferred.

* Help Desk Institute (HDI) Problem Management) preferred.

* Microsoft desktop certifications preferred

Technical Skills and Knowledge:

* Expert in operation of scheduling software, change management, project leadership, restart/recovery, JCL, DR, and other software utilized by the Data Center.

* Advanced MS Office skills including MS Access.

Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:

A Great Place to Work:

• Top Workplace in Northeast Ohio. Year after year we've received this recognition!
• On-site wellness center at most locations. Enjoy personal trainers, towel service, locker room, weight room, elliptical machines, and a variety of classes!
• On-site cafeteria serving hot breakfast and lunch, at most locations. Choices ranging from salad bar, made to order, hot and cold sandwiches, or a variety of entrees cooked fresh daily. Convenience store at most locations
• Employee discount program. Discounts at many places in and around town, just for being a Medical Mutual team member
• Business Casual attire

Excellent Benefits and Compensation:

• Competitive compensation plans
• Employee bonus program
• 401(k) with company match and an additional company contribution
• Excellent medical, dental, vision, and disability insurance

An Investment in You:

• Career development programs and classes
• Mentoring and coaching to help you advance
• Education reimbursement up to $5K per year

About Medical Mutual:

We strive to create peace of mind. Our customers can trust us to do things right and to help them get value from their health plan. We're the largest health insurer in Ohio and for over 85 years, we've been serving our members and the Ohio communities where they live and work. Medical Mutual is a Top Place to Work in Northeast Ohio with exceptional career opportunities that offer challenge, growth and a great work/life balance. We want talented, innovative, and driven people to help us continue to be the best health insurance choice of Ohioans and help make Ohio the best it can be! Our headquarter building is located in the heart of downtown Cleveland and we have multiple offices throughout the state. Join us at one near you!