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.
• Proactively identify operational issues/trends, analyze, and recommend service improvement plans with the possible solutions obtained from technical teams for department or business unit
• Pro-actively identify operational issues and trends.
• Drive all problems towards root cause identification and permanent fix

Additional Responsibilities:

• 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 monitoring 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 Policy Administration Property & Casualty applications that captures key metrics/trends.
• Review and suggest updates for runbooks
• Participate in Disaster Recovery drill
• Coordinate and participate in Audits
• Work on-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