Infrastructure Service Management, Sr Analyst

Guardian Life Bethlehem , PA 18018

Posted 2 months ago

Position Summary

Do you have the desire to be part of a growing and innovative team? Is a culture where "People Count" and "We do the Right Thing" important to you? If so, Guardian Life Insurance Company is actively seeking a passionate, driven Infrastructure Service Management, Senior Specialist to provide Eyes on Glass monitoring and operational support for Guardian's enterprise systems. The role will provide customer service, troubleshooting, and incident management for all users contacting the 24 x 7 x 365 EOC environment.

You are

  • A flexible 24x7 Network Operations Center & Service Management professional with a working knowledge of industry standard technologies.

You will

  • Monitor the ServiceNow ticket queue and event monitoring tools (Zenoss) for incoming incidents & requests.

  • Perform initial investigation and/or troubleshooting of system and network issues to resolve issue & determine root cause.

  • Process all support requests within SLA by following procedural requirements.

  • Escalate to secondary support teams, where necessary, to ensure timely resolution.

  • Thoroughly document steps taken to resolve incidents within ServiceNow tickets.

  • Develop, document, and update standard operating procedures and knowledgebase articles.

  • Participate in Bridge calls to help resolve system outages and restore service to users and Guardian partners.

  • Prepare and deliver standard scheduled reports to support service trending and optimization.

  • Identify and address repeating alert trends or nonactionable alerts to streamline and optimize services.

  • Suggest defects and product/infrastructure enhancements to improve stability and automation.

  • Perform Incident management based on ITIL principles.

  • Participation in periodic skills enhancement sessions and training courses

You have

  • Working knowledge of the following industry standard technologies is required for this role, including:

  • Server Operating Systems (Windows, Linux/Unix, VMWare)

  • Server Hardware (Cisco UCS, IBM P-Series)

  • Cloud Technologies (Amazon Web Services (AWS) Core Services, Terraform, Security Groups, Jenkins)

  • Citrix

  • Microsoft Active Directory

  • Networking (TCP/IP, QIP (DNS), Wireless, F5, Riverbed, Cisco Routers/Switches, CatOS/Nexus)

  • Security (Anti-virus (Trend Micro, Symantec), SSL Certificate Management)

  • Basic understanding of networking topics/troubleshooting

  • Experience with configuration management tools, including Puppet or Ansible.

  • Ability to closely follow and adhere to SOP's.

  • Ability to identify opportunities for efficiencies within SOP's.

  • Development or enhancement of training and upskilling programs

  • Experience with Automation tools

  • Phantom, UIPath, etc.
  • Experience performing large scale OS Patching for Windows and Linux environments

  • Strong experience working with ticketing tools such as ServiceNow, Zenoss or any other monitoring tool, Cloud monitoring tools (CloudWatch, CloudTrail), AppDynamics (or similar APM tool)

  • Scripting skills

  • Powershell, Python, UNIX shell scripting
  • Strong problem-solving and troubleshooting skills.

  • Keen analytical and structured approach to problem solving.

  • Ability to follow instructions and Standard Operating Procedures (SOPs)

  • Excellent written and spoken English language skills with an ability to speak loudly and clearly.

  • Outstanding customer service skills and dedication to customer satisfaction

  • Excellent documentation skills

  • Proven ability to work independently.

  • Ability to work well in a team environment.

  • Ability to accommodate flexible work schedules.

  • Ability to triage outage bridge calls and drive calls to closure.

  • Ability to handle "crisis" situations that require critical thinking, problem definition and diagnosis skills.

  • Ability to speak confidently with Developers, Engineers and Management

  • Minimum of 2 years of experience in a 24x7 Network Operations Center & Service Management role

  • Strong Microsoft Word, Excel, PowerPoint skills

  • Bachelor's Degree or similar required

  • A , Network , Security , Microsoft, Cisco Certifications preferred

  • Flexibility to work in 24x7x365 shifts on rotational basis.

  • Must be comfortable working in a highly critical, fast paced environment with shifting.


  • Bethlehem, PA
  • The Enterprise Operations Center is available 24x7x365 and requires onsite coverage. Shifts can vary across a 24-hour clock. Shifts may change periodically to vary workdays.

Our promise

  • At Guardian, you'll have the support and flexibility to achieve your professional and personal goals.

  • Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

We offer

  • Meaningful and challenging work opportunities to accelerate technology and innovation in a secure and compliant way.

  • Competitive compensation

  • Excellent medical, dental, supplemental health, life, and vision coverage for you and your dependents with no wait period

  • Life and disability insurance

  • A great 401(k) with match

  • Tuition assistance, paid parental leave, and backup family care.

  • Dynamic, modern work environments that promote collaboration and creativity.

About Guardian

Guardian has been helping people protect their futures and secure their lives for 160 years. Every day, we serve approximately 29 million people through a range of insurance and financial products. We help people and their families pursue financial security and well-being in life, health, and wealth. We help companies take care of their employees. And we help people recover and thrive after unexpected loss.

From our founding in 1860, when a community of immigrants joined together to insure and protect their businesses and families, doing the right thing for our policyholders and customers has guided everything we do. Our dedication to customers has helped us remain one of the most highly rated in client satisfaction and

financial strength. And as one of the largest mutual insurance companies, we know what matters most: putting the needs of our customers first. Because everyone deserves a Guardian. Learn more about Guardian at

Copyright 2020 The Guardian Life Insurance Company of America, New York, NY

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

#Guardian IT

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Infrastructure Service Management, Sr Analyst

Guardian Life