Technical Administrator

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The Network as a Service (NaaS) Service Delivery team is responsible for the day-to-day interaction and oversight of the network infrastructure services and work being performed by the HCL. The team is the primary point of contact between HCL delivery teams and State Farm. They are responsible for the relationship development, continuous improvement of services, and prioritization of work. The Service Delivery Team will validate reports, metrics, and resource unity consumption provided by HCL. Members of the Service Delivery team will have in-depth knowledge of the Description of Services (DoS) for the technologies and services within NaaS and will assess and manage the overall service compliance of HCL to the agreed service levels and performance indicators. They will also have vendor engagement responsibilities for other 3^rd Party vendors and suppliers that provide network services.

High Level Responsibilites include:

• Liaison for Managed Service Provider (MSP) to escalate to State Farm teams for incident and problem management prioritization and escalation focused on achieving desired outcomes
• Manages and audits relevant services levels and reports on performance of service provider
• Keeps abreast of technological changes pertinent to their job responsibilities
• Knowledgeable and skilled with the enterprise risk management cycle, policies, standards and applicable legislative or regulatory items
• Coordinates, manages, audits and troubleshoots system and/or various application accesses for authorized resources to support operation
• Analyzes metrics to assist and educate leadership on vendor service performance
• Analyzes and consults with business partners on their inquiries related to automation, application and procedures questions impacting the operation
• Conduct regular service reviews, audit MSP performance and productivity relative to SLAs, validate SLAs and key measures are met, and handle exception requests for in-scope products
• Serve as the primary point of contact between the IEOM team and the provider regarding service delivery changes, problems, and recovery efforts
• Foster a strong relationship and interact daily/weekly with MSP performance, and ensure contractual compliance, outcomes, and contractual obligations are met, issues documented, impediments are addressed
• Serve as point of contact and facilitate resolution of escalated service provider issues and concerns about contracted work, and/or assisting in resolving conflicts between "customer" and the service provider, engaging appropriate parties (e.g., leadership, TVMO, Purchasing, MSO) according to prescribed governance processes
• Understand the Description of Services and contractual obligations, including how "business-as-usual" and "Projects" are defined in the contract, to ensure mitigation of value leakage and manage the backlog, prioritization, and review of those efforts accordingly for in-scope and new services

Key Skills:

• Ability to navigate State Farm organization structure to build consensus and influence others to achieve desired outcomes
• Exception interpersonal skills with the ability to naturally build relationships
• Operation ability in a diverse, large-scale environment
• Demonstrating learning agility
• Capable of performing industry research and evaluate recommendations
• Effective communication - Formal and informal
• Have a mindset of innovation and growth while focusing on creation of exceptional customer service
• Ability to work in the "grey" and make informative decisions
• Vendor relationship experience

• Network technology experience in the field or Network certification
• Experience with various levels of network support (thinking 2nd and 3rd level, but wasn't sure of the industry terms)
• Product owner or team lead experience
• Ability to work with competing priorities in a high paced environment
• Ability to hold others accountable
• Strong Infrastructure background
• Ability to manage a significant workload
• Strong drive for results and outcomes
• Strong communication and organizational skills

* Qualified candidates may be considered for other positions.

SPONSORSHIP: Applicants for this position are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity.

REMOTE: Qualified candidates may be considered for remote work arrangements based on where a candidate currently resides or is currently located.

HYBRID: Qualified candidates (in or near hub locations listed below) should plan to spend time working from home and some time working in the office as part of our hybrid work environment.
HUB LOCATIONS: Dunwoody, GA; Richardson, TX; Tempe, AZ; or Bloomington, IL

For Los Angeles candidates: Pursuant to the Los Angeles Fair Change Initiative for Hiring, we will consider for employment qualified applicants with criminal histories.

For San Francisco candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

For Colorado and Washington State candidates:

Compensation Range: $85,500-$201,300

For California, New York, and Connecticut candidates:

Potential salary range: $85,500 - $228,750

Potential yearly inventive pay: up to 15% of base salary

Competitive Benefits, including:

• 401k Plan
• Health Insurance
• Dental/Vision plans
• Life Insurance
• Paid Time Off
• Annual Merit Increases
• Tuition Reimbursement
• Health Initiatives

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