NOC (Network Operations Center) Support Tier 1

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals.  All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.

The NOC (Network Operations Center) Support 1 role is primarily responsible for the ongoing development of all NOC processes, procedures, and stakeholder relationships. This role will work closely with the NOC Manager role to establish the NOC’s core operating philosophy and define the NOC’s monitoring service capabilities by participating in various technical workshops. The outcome of these workshops will enable this role and the NOC Manager to establish the SLA (Service Level Agreement) criteria for the NOC to conduct incident management with. The NOC Support 1 role will also serve as the initial escalation point for any NOC process modification requests, escalating recommended changes as needed to the NOC manager for evaluation. The NOC Support 1 role should also advocate the NOC’s monitoring services once established to Group 1001 stakeholders when there is operational value.

Job Description Summary

The NOC Support role is expected to be proficient in Microsoft Office (Word, Excel, and PowerPoint) to support updates to Methods & Procedures documentation, which are the core workflow instruction of the NOC. As IT infrastructure changes throughout the Group 1001 organization, the NOC Support resource is expected to establish periodic checkpoints with partner stakeholder teams that NOC provides monitoring services for. The role is expected to use Microsoft Office tools as needed to present the NOCs monitoring ideologies and relate them to any IT infrastructure changes that partner stakeholders are making. Presentations will be periodically required for both internal NOC team members, and externally with partner stakeholders. The NOC Support role is also responsible for ensuring procedural changes are fully delivered to and accepted by the NOC team after the NOC manager approves them. Additionally, the NOC Support role will be tasked with producing routine reports from the tools that the NOC has access to as defined by the NOC Manager.

This Hybrid role begins with 30 days of on-site training, Monday to Friday, 9am - 5 pm ET in Zionsville, IN. After training, the position shifts to a Hybrid schedule with three in-office days and two remote days per week

Main Accountabilities:

• Develop Method & Procedure (M&P) documentation detailing NOC processes and guidelines
• Distribute M&P documents, updates, or revisions to the NOC floor, ensuring acknowledgment and comprehension Internalize NOC philosophies pertaining to managing partner stakeholder relationships
• Regularly engage with partner stakeholders to identify and address changes affecting NOC monitoring services
• Offer recommendations on adapting NOC monitoring to align with evolving partner stakeholder operations
• Address process-related concerns or efficiency suggestions, escalating them to the NOC Manager
• Identify and recommend opportunities for process efficiencies or enhancements to the NOC Manager
• Generate and deliver reporting metrics as requested by the NOC Manager, utilizing available NOC tools
• Support the NOC Manager in establishing a well-defined incident management process
• Support the NOC Manager in creating a robust change management process
• Assist the NOC Manager in developing or refining the CAB (Change Advisory Board) process for pre-planning and approving change activities involving NOC monitoring
• Advocate for the NOC’s services to Group 1001 stakeholders who could benefit from NOC monitoring capabilities