Operations Specialist

The Department

The LifeRTC Operations Team, led by the Head of Operations, provides world-class support and incident response services to our internal and external customers, and is responsible for the monitoring and management of our extensive cloud-based operational infrastructure. The team, consisting of IT professionals, software engineers, and support specialists, ensures our Azure-based products are available, functional, and reliable by applying best practice service management

What We Value

• Our customers - delivering world-class support and providing them with innovative solutions.
• Professionalism in all areas: communication, work product, relationships, attitude.
• Personal responsibility: the quality of our work is a matter of pride; therefore, we take ownership of our tasks to ensure success.
• Integrity: Milliman's people demonstrate integrity in all that we do.
• Team collaboration and professional excellence: as a global organization, we rely on our staff to contribute to the good of the overall team.

The Role

The Operations Specialist provides world-class service, support, and incident management to our customer base as well as 24x7x365 monitoring and management of our cloud-based services and operational infrastructure. The role holder is required to work in an on-call rotation, which can include nights, holidays, and weekends. The Operations Specialist will provide feedback and input to management, team members, and related internal departments to improve product quality, uptime, reliability, and customer experience.

Your Responsibilities:

• Support customer issues and queries as a part of our 24x7x365 operations team and provide on-call support as per the team rotation.
• Liaise between Operations, QA, Security, Professional Services, and Development teams to promote cross team collaboration.
• Participate in the delivery of product releases, scheduling upgrades and maintenance windows with clients, and working to improve the efficiency and reliability of our release delivery process.
• Be an escalation point for the Helpdesk Analyst and Operations Analyst.
• Working on customer tickets, internal and external, to ensure that all SLAs are met.
• Work with other internal departments on escalated tickets.
• Oversee monitoring and management of our services and operational infrastructure.
• Mentor, train, and provide development input for staff as needed.
• Collaborate with the team and work towards continuous process improvement.

Job Knowledge, Experience Skills

Job Knowledge Required:

• Proven experience trouble-shooting issues and providing service and support with SaaS, PaaS, IaaS, or related technologies.
• Expertise in virtualization technologies (VMWare, Azure VM, Hyper-V, etc).
• Expertise in Microsoft Azure, SaaS, PaaS, IaaS, or related technologies.
• Expertise in identity management solutions, such as Entra ID, Active Directory, Okta, etc.
• Strong expertise in Windows Server technologies.
• Expertise in supporting Linux in an enterprise environment.

Experience and Soft Skills Required:

• Bachelor's degree or equivalent experience.
• 8-15+ years industry experience
• Experience providing service and support as a member of an operations team.
• Ability to work as part of a distributed team.
• Strong focus on customer satisfaction, with a history of providing direct support to a variety of end-users, both in location and in technical proficiency.
• Demonstrated team, organizational, documentation and communication skills.
• Desire to seek out and utilize new technologies to improve performance and customer satisfaction.
• History of technical excellence and continuous learning.

Key Relationships:

• This role reports into the Operations Manager
• Partners with:
  
  
  
  • External Clients
  • Internal Professional Services
  • Internal Managed Services
  • Product Development
  • Security
  • Quality Assurance and Test
  • Other internal Departments
  • Vendors
  
  
  
  

Skills to Build

• Mastery of all skills noted on "Skills to Build" for the Operations Analyst
• Demonstrated mastery of the Integrate Suite, including specialization in at least one component.
• Demonstrated history of professional development and growth.
• Demonstrated history of providing superior support to internal staff and teams.
• Demonstrated history of contributing to the mentorship and training of junior staff.
• Demonstrated history of involvement in, and contribution to, the vertical structure and product improvement process.
• Approved Professional status, or equivalent.
• At least 3-5 years in the Specialist role, showing increasing aptitude for more complicated tasks and assignments.

Milliman Mission, Values, Competencies

Our mission is to serve our clients to protect the health and financial well-being of people everywhere. We are influential market leaders, solving important problems through our deep subject matter expertise.

In fulfilling this mission and values, Milliman's professionals are helping our clients answer significant questions, such as:

• How can people provide for themselves when they no longer work?
• How can our clients efficiently finance, deliver and improve healthcare?
• How can an insurer protect its clients against the risks they face?

Since its founding in 1947, Milliman is dedicated to enduring values that govern our actions in the marketplace.

• Quality - Milliman's advice, products and client service adhere to the highest standards of quality.
• Integrity - Milliman's people demonstrate integrity in all that we do. We are committed to honesty and professionalism in our interaction with our clients and colleagues, including independent advice free of conflicts and a culture of inclusion and respect for all colleagues.
• Opportunity - Milliman is committed to embracing diversity and providing all our people opportunities to achieve their full potential including opportunities to:
  
  
  
  • Shape their own careers
  • Assist in developing the strategy of their practice
  • Pursue innovations to further Milliman's mission in the marketplace
  
  
  
  

Life Technology Solutions' (LTS) purpose is to build, enhance, and leverage long-term trusting partnerships to solve valuable actuarial and risk problems in life insurance, leveraging technology and Milliman's deep subject matter expertise.

Focused on a better way to work, LTS is committed to using technology to change the way actuaries in the life insurance industry work, making them more efficient, effective, and informed. This allows actuaries to focus on what they do best - leading with confidence.

At the Practice level, we strive to demonstrate the following performance competencies in our work, and to ensure mutual accountability, these are part of our performance management process:

• Collaboration and Teamwork - Actively works with members of other teams when confronted with a new or complex problem. Collaborates with people in other teams when asked to provide assistance. Coordinates work of teammates to complete routine work efficiently.
• Communication - Communicates clearly and concisely. Gives enough information, keeps team members informed. Listens effectively. Encourages others to express different ideas and perspectives. Open to constructive feedback. Gives quality, honest feedback. Effectively deals with conflict.
• Develops People - Develops team members through coaching, feedback, exposure and challenging assignments. Readily articulates the value and benefit of challenging assignments to others. Aligns career development goals with organizational objectives. Supports team members and helps them achieve results. Provides a clear sense of purpose and direction for team members.
• Innovation - Challenges the organization to adapt new and innovative processes. Creates an environment conducive to productive brainstorming and new idea creation. Generates innovative ideas and solutions to problems. Questions assumptions and traditions while understanding their reason for existing. Encourages creative and diverse thinking to promote and nurture innovation.
• Positive Culture - Shows respect for all colleagues. Considers "how" accomplishments are achieved in equal measure with "what" is achieved.
• Quality - Continuously deepens their expertise in their area(s) of work. Possesses technical skills and capabilities. Effectively manages work for clients and client relationships. Effectively manages work quality within the team. Effectively pursues or supports business development opportunities. Demonstrates good decision making in areas related to managing the business.

Diversity, Equity & Inclusion is an important area of focus for our practice, and we expect all colleagues to foster a culture of belonging for all team members. We seek to continuously reflect on how we can be a more inclusive and equitable organization. We view diversity as not only a strength for our practice, but a business imperative to succeed in the marketplace.

For additional conduct expectations, please reference Milliman's Code of Conduct.

Performance and Career Growth

This job description is intended to represent the duties of the role, and the knowledge, skills and experience needed to perform the role effectively. Our job descriptions will be used to set expectations for performance management, but no job description will represent all tasks and duties required. As professionals, our Practice also expects from you the following:

• A client centric culture requires all colleagues to think about how we can contribute to exceptional client service. We expect all colleagues to think this way, and to take appropriate action whether a task is in their job description, or not.
• Risk mitigation is central to our ways of working and our culture. We expect all colleagues to continually assess risk and raise concerns for the awareness of others who can work together to mitigate them.
• Performing the duties described in a job description meets the minimum requirements of a job. In order to receive career growth and compensation rewards, colleagues must exceed minimum expectations.
• There are a number of administrative responsibilities that come with working in our Practice. Timesheets, expense reports, performance management and compliance training are all required to ensure professional administration of our Practice, and all colleagues are expected to engage in these items in a timely manner.

Location

Candidates hired into this role will be required to work in-person in the Milliman office in Chicago, IL on a weekly basis, but flexible work arrangements will be considered.

Compensation

The salary range for this role is $85,000 - $140,500, depending on a combination of factors, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, location, etc.

Benefits

We offer a comprehensive benefits package designed to support employees' health, financial security, and well-being. Benefits include:

• Medical, Dental and Vision - Coverage for employees, dependents, and domestic partners.
• Employee Assistance Program (EAP) - Confidential support for personal and work-related challenges.
• 401(k) Plan - Includes a company matching program and profit-sharing contributions.
• Discretionary Bonus Program - Recognizing employee contributions.
• Flexible Spending Accounts (FSA) - Pre-tax savings for dependent care, transportation, and eligible medical expenses.
• Paid Time Off (PTO) - Begins accruing on the first day of work. Full-time employees accrue 15 days per year, and employees working less than full-time accrue PTO on a prorated basis.
• Holidays - A minimum of 10 paid holidays per year.
• Family Building Benefits - Includes adoption and fertility assistance.
• Paid Parental Leave - Up to 12 weeks of paid leave for employees who meet eligibility criteria.
• Life Insurance & AD&D - 100% of premiums covered by Milliman.
• Short-Term and Long-Term Disability - Fully paid by Milliman.

Milliman & FRM Practice Mission, Values, Competencies

Our mission is to serve our clients to protect the health and financial well-being of people everywhere. We are influential market leaders, solving important problems through our deep subject matter expertise.

In fulfilling this mission and values, Milliman's professionals are helping our clients answer significant questions, such as:

• How can people provide for themselves when they no longer work?
• How can our clients efficiently finance, deliver and improve healthcare?
• How can an insurer protect its clients against the risks they face?

Since its founding in 1947, Milliman is dedicated to enduring values that govern our actions in the marketplace.

• Quality - Milliman's advice, products and client service adhere to the highest standards of quality.
• Integrity - Milliman's people demonstrate integrity in all that we do. We are committed to honesty and professionalism in our interaction with our clients and colleagues, including independent advice free of conflicts and a culture of inclusion and respect for all colleagues.
• Opportunity - Milliman is committed to embracing diversity and providing all our people opportunities to achieve their full potential including opportunities to:
• Shape their own careers
• Assist in developing the strategy of their practice
• Pursue innovations to further Milliman's mission in the marketplace

Equal Opportunity

All qualified applicants will receive consideration for employment, without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.