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Production Enablement Engineer / Service Delivery /IT Application Operations Support

9222

We are Farmers!

Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world.

About the Role:

Are you looking to apply your skills in problem-solving? Do you have the vision and talent to come up with creative, proactive solutions? We are looking for an individual contributor to join our Farmers’ Infrastructure Shared Services – Application Operations team, focusing on support activities for agent, customer, and employee-facing applications in the Personal Lines line of business. We’re looking for people who have experience managing business services and bridging the gap between applications and infrastructure, keeping the business services running optimally and manage the full lifecycle of new functionality and fixes in the Production environment.

The Production Enablement Engineer role will:

  • Support ITIL processes and makes sure to enforce and abide by them (Change, Incident, Problem & Request)
  • Be involved in Production Incidents and service restoration. Address and resolve problems encountered by users, whether they require a quick fix or a major collaborative effort across various departments. This includes providing clear, regular status updates and metrics for ongoing issues.
  • Support and review ticket intake process, timely execution, and closure.
  • Troubleshoot Production defects with the team, review root cause analysis and provide guidance to team on the resolution
  • Work with Application Development Teams to prioritize pending defects by highlighting the business operations, customer, and agent impacts
  • Partner with Application Development Teams to support release and infrastructure related maintenance/implementations
  • Analyze and make recommendations for system backup, security, balancing & controls
  • Review team dashboards to check the application health, continually analyzing Incident trends to identify root causes that will help reduce Mean Time to Restore (MTTR)
  • Identify and address performance monitoring gaps
  • Improve impact analysis capabilities - Update Splunk based dashboard for the PLA applications that captures key metrics/trends. 
  • Review and suggest updates for runbooks
  • Participate in Disaster Recovery exercise as needed
  • Coordinate and participate in Audits
  • Work on an call basis to support scheduled activities (including some weekends) and Production Incidents.

What you'll accomplish:

  • Improve intellectual property - create knowledge articles to build up the IP/capabilities of both the Operations Team.
  • Identify and implement process improvements.
  • Acquire subject matter knowledge on supported applications and architecture
  • Establish relationships with various departments and external suppliers

Education Requirements

  • Bachelor’s degree preferred or equivalent experience.

Experience Requirements

  • Java knowledge/experience
  • Expertise configuring and developing and supporting several areas of Guidewire Policy Center
  • Robust understanding of Policy Center Data Model
  • Experience in GW Configuration Development (Expertise in GOSU, LOB Configuration, Rules Engine, Data Model, PCF, Wizards, Workflow and Activity)
  • Experience in Production Support and testing in mainframe (COBOL, CICS, JCL, DB2, EASYTRIEVE, VSAM, and Fileaid) based applications.
  • Experience/knowledge of Informatica platform, log reviews and job execution.
  • Experience on mainframe batch monitoring and abend resolution (SOC7, DB2, RLFC)
  • Knowledge of different file formats and Storage (VSAM, Flat, GDG and Tape files)
  • Good working knowledge on policy premium calculation or rating concepts
  • Experienced in facilitating in-person and remote meetings with Business & IT resources.
  • Excellent time management skills to handle multiple assignments and competing priorities.
  • Exposure to Agile methodologies, testing, automation & continuous integration
  • Working knowledge of HP Quality Center, SharePoint, Rally, ServiceNow, TeaLeaf, and WinSCP
  • Experience with performance monitoring tools such as Splunk and/or AppDynamics is preferred.

You'll thrive if you have:

  • Strong analytical, verbal and written communication skills.  
  • Excellent problem-solving skills
  • Proven ability to develop rapport and secure buy-in from multiple stakeholders
  • General knowledge of technologies and how they support business applications
  • Ability to understand key performance metrics of IT system
  • Quick learner, self-starter, organized, and detail oriented.
  • Ability to identify and appropriately escalate issues/risk to management for direction
  • Ability to apply quantitative data analysis techniques to improve processes, and ability to interpret data in a business framework (trends, opportunities, action items), present data, and provide analyses and insights to Farmers management.
  • Seek to influence others directly and indirectly. Coordinate and partner with other divisions across the organization. Serves as trusted advisor to others
  • Able to compose accurate emails, status reports, communications internal and external
  • Collaborate in meetings and discussions by giving information about own area of expertise.
  • Ability to work alone and in a team setting 
  • Act proactively and show persistence. Anticipates near term opportunities while foreseeing long term opportunities.
  • Accept need for flexibility
  • Team player

Job Location(s): US - RW - Remote Work - Farmers, US - CA - WdlndHills-6303

Salary Grade: Grade 35 

Hiring Manager: Melinda S Sanchez 

Want to learn more about our culture & opportunities? Check out farmers.com/careers and be sure to follow us on Instagram and LinkedIn!

Apply now »