IT NOC/Batch Operations, Consultant

At Blue Shield of California we are parents, leader, students, visionaries, heroes, and providers. Everyday we come together striving to fulfill our mission, to ensure all Californians have access to high-quality health care at a sustainably affordable price. For more than 80 years, Blue Shield of California has been dedicated to transforming health care by making it more accessible, cost-effective, and customer-centric. We are a not-for-profit, independent member of the Blue Cross Blue Shield Association with 6,800 employees, more than $20 billion in annual revenue and 4.3 million members. The company has contributed more than $500 million to Blue Shield of California Foundation since 2002 to have a positive impact on California communities. Blue Shield of California is headquartered in Oakland, California with 18 additional locations including Sacramento, Los Angeles, and San Diego. We're excited to share Blue Shield of California has received awards and recognition for - LGBT diversity, quality improvement, most influential women in corporate America, Bay Area's top companies in volunteering & giving, and one of the world's most ethical companies. Here at Blue Shield of California, we're striving to make a positive change across our industry and the communities we live in - Join us!

Description

Job Summary

The Blue Shield Operations Command & Control Center (BSOC) Operations Lead is responsible for providing oversight to computer operations (batch processing), monitoring and network operations (NOC).
  • Orchestration of batch to meet processing commitments.
  • Resolution of L1 support tasks and escalation to appropriate L2/L3 teams according to priority and impact.
  • Troubleshooting technical problems for batch processing and network operations based on alerts as defined by established procedures.
  • Work with support teams to define explicit instructions for intervention and special handling.
  • Scheduling and orchestration of batch jobs.
  • Enhancements of knowledgebase, including working with service management team to improve knowledge management activity.
  • Oversight for Swing Shift and handles administrative tasks including coordination of staffing for coverage, timesheet processing and coordinates project work assignments for incoming projects and coordinates within and across shifts, reporting to Manager, BSOC Operations on progress and status.
  • Demonstrated ability to work on problems of complex scope where analysis of situation(s) or data require(s) an in-depth evaluation of various factors.
  • Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results.
  • Coordinating and reporting BSOC status, performance metrics, trend analysis for continuous improvement.
  • Determines methods and procedures on new assignments and provides guidance to subordinate level personnel.


Responsibilities
  • Provide L1 support for BSOC Operations.
  • Works with other operations teams to ensure batch and NOC are operating efficiently and drives continuous improvement.
  • Resolves incidents with support of L2 and L3 teams and drives problem management to ensure incidents do not recur.
  • Develops solutions that improve business outcomes for BSOC Operations.
  • Driving team to support critical issues through to resolution.
  • Support various customers within IT and the business.
  • Able to deliver reports for management and senior staff, including presentation and speaking skills.
  • Continuous service improvement; deliver on continuous service improvement objectives such as turnover between shifts and handoffs with support teams.
  • Able to identify and work toward service improvement objectives and report on progress.
  • Ability to delegate and assign work.Support Tidal promotions across multiple SDLC paths. Ability to work with Change Management, Release Management and project teams to ensure Tidal Transporter can appropriately move parameters through all SDLC environments. Works with Configuration Management to identify opportunities for automation where feasible and reduce manual work.
  • Ownership of documentation for all changes coming through new projects or maintenance. Works with development and lower level support teams to ensure proper documentation. Technical writing or guidance to more junior staff for delivery of documentation.
  • Support workload management including forecasting, shift calendaring for coverage, status reporting and other administrative tasks supporting the manager.This position requires shift work and weekend work, as determined by Manager, BSOC Operations.




Qualifications

Knowledge and Experience
  • Bachelors Degree in Information Technology or equivalent experience or combination of related education and experience.
  • 5 - 7+ years experience supporting medium to high complexity applications in a networked computer operations environment.
  • 5 - 7+ years experience working directly with internal and external clients.
  • 5 - 7+ years experience providing computer operations, batch and/or network operational support in a 24/7 operations team.
  • Familiarity and proficiency with batch, monitoring tools, automation, scripting tools, reporting tools and dashboard.
  • Proficiency with all MS Office applications, Service Marketplace, Reporting and Dashboarding and general corporate applications.
  • Team and/or Shift Leader experience.
  • Project Management skills (some progress toward PMP a plus).
  • Able to demonstrate mentorship toward team members on key skills.
  • Stay abreast of the latest changes in design and function of batch and network. Keep staff fully trained and aware of the changing technology.
  • Strong analytical problem solving skills.
  • Strong knowledge of batch processing.
  • Strong technical skill with UNIX, WINDOWS and data manipulation utilities.
  • Ability to interact effectively with other technical and non-technical resources.
  • Ability to quickly establish comfortable & effective working relationships.
  • Strong technical knowledge of client/server and Internet concepts and techniques.
  • Strong oral and written technical and interpersonal communication skills including sensitivity to user community.
  • Excellent organizational skills.
  • Demonstrated ability to analyze and evaluate complex data.
  • Ability to manage multiple tasks at one time.
  • Highly motivated - self starter.
  • Ability to problem solve and meet deadlines.




Physical Requirements

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.
Please click here for further physical requirement detail.


External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.EEO Policy