Specialist IT Service Management - Cloud Application Support

Job Family

IT Operations

About Us 

 

At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.  

 

Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there. 

     

Who We Are 

  

We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life.  

Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them. 

We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms. 

What We Do 

 

Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs. 

 

Transamerica employs nearly 7,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.* For more information, visit transamerica.com.  

Job Description Summary

Responsible for the execution of IT Service Management processes and functions. Leading the 24x7 support team and maintain maximum uptime for production applications running on AWS Cloud and on-premises. Implement services, establish standards and processes, deliver configuration management database (CMDB) and report on service metrics.

Job Description

Responsibilities:

• Manage Level-2 application support team using onsite-offshore model.

• Prioritizing incidents tickets based on business impact and assign to team members or escalate.

• Lead troubleshooting calls and resolve issues reported by end users or discovered via monitoring tools or Ready-For-Business checks.

• Be the subject matter expert in reducing and resolving production incidents by identifying preventive controls and driving initiative-taking efforts.

• Participate in PIR and RCA calls to prevent incidents and reduce MTTR.

• Improve resiliencies for all applications and infrastructure and ensure that HA, DR, Data Protection requirements are implemented correctly.

• Onboard new applications and micro services into production with predefined checklist and maintain support documentation up to date.

• Participate in SOC2 and NYDFS audits, and ensure all controls are adhered as per the regulatory requirements.

• Review and improve monitoring and RFB checks on continuous basis.

• Collaborating with other teams, define drive best practices for deployment procedures, monitoring tools, automated build pipeline, and CI/CD systems and technologies.

• Educate, enable, and promote Service Management awareness of and access to Service Management processes.

• Manage the service lifecycle of new and existing Service Management processes, including new process design, introduction, amendment, and retirement.

• Manage the implementation and maintenance of disaster recovery plans and activities in assigned areas. Maintain current contact information for all employees in applicable areas and communicates with non-recovery employees during a disaster.

• Remain up to date with technical and industry developments.

• Motivate and lead a team while ensuring alignment with the company’s values and One Transamerica culture.

• Partner with IT Leaders, internal subject matter experts and other influencers on developing a go-forward strategy on Service Management

• Develop and maintain key indicators and metrics to support the analysis of trends and performance across Information Technology.

Qualifications

• Bachelor’s degree in information technology, computer science or related discipline, or equivalent experience.

• Seven years of experience in supporting/developing enterprise websites and applications in a complex environment.

• Seven years of technology and related management experience, including IT service management experience

• Direct experience with on-prem infrastructure using Windows/Linux.

• Experience overseeing and executing in ITIL operations processes for incident and release management.

• Customer service skills with excellent written and oral communication skills

• Ability to work in a dynamic changing agile environment with tight deadlines.

• Experience in managing onsite-offshore team from remote location.

Preferred Qualifications

• Expert in AWS support using EC2, S3, ECS, EKS, Autoscaling, ALB, NLB, RDS. AWS certification preferred.

• Experience with containerization and/or microservices architecture (Docker/Kubernetes)

• Hands-on experience in troubleshooting Webservers like IIS, Tomcat and JBoss.

• Experience with programming languages like Python/Java

• Experience with MS SQL, Postgres, DB2 Databases.

• Hands-on experience with Docker/Jenkins, Kibana and APM tools like AppDynamics, CloudWatch.

• Understanding of CICD, Cybersecurity, ITIL

• Effective communication and analytical skills

• Basic project management skills

Working Conditions

• Office environment: remote location

• Occasional travel

Compensation:

**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.** 

The Salary for this position generally ranges between $140,000 - $165,000 annually. This range is an estimate, based on potential qualifications and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law. 

Bonus Eligibility:

This position is also typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at Company Discretion.

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

Worried about not having every single qualification listed? It’s okay. If it’s a role you’re interested in, we encourage you to apply. Employees who enjoy their jobs are one of our favorite things. 

What We Offer  

 

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees. 

 

Compensation Benefits 

• Competitive Pay 

• Bonus for Eligible Employees 

 

Benefits Package 

• Pension Plan 

• 401k Match

• Employee Stock Purchase Plan

• Tuition Reimbursement

• Disability Insurance

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Employee Discounts

• Career Training & Development Opportunities

 

Health and Work/Life Balance Benefits 

• Paid Time Off starting at 160 hours annually for employees in their first year of service.

• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).

• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars 

• Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.

• Adoption Assistance

• Employee Assistance Program

• College Coach Program

• Back-Up Care Program

• PTO for Volunteer Hours

• Employee Matching Gifts Program

• Employee Resource Groups

• Inclusion and Diversity Programs

• Employee Recognition Program

• Referral Bonus Programs

 

Inclusion & Diversity  

  

We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women. 

  

To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all. 

   

Giving Back  

  

We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.     

  

Transamerica’s Parent Company  

 

Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has  grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.   

* As of December 31, 2023

 

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