Operations Bridge Support Specialist

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CSAA Insurance Group (CSAA IG), a AAA insurer, is one of the top personal lines property and casualty insurance groups in the U.S. Our employees proudly live our core beliefs and fulfill our enduring purpose to help members prevent, prepare for and recover from life's uncertainties, and we're proud of the culture we create together. As we commit to progress over perfection, we recognize that every day is an opportunity to be innovative and adaptable. At CSAA IG, we hire good people for a brighter tomorrow. We are actively hiring for an Operations Bridge Support Specialist - Remote Join us and support CSAA IG in achieving our goals.    

Your Role:

The Operations Bridge Support Specialist is responsible for monitoring, troubleshooting, configuring, and maintaining technology systems in accordance with security regulations and standards. Resolves routine issues under direction and/or following written procedures; documenting cause and actions taken.

The role performs defined tasks of routine to moderately complex size and scope under guidance and in accordance with established IT policies and procedures. Receives detailed instructions on most work.

Your work: (Essential responsibilities) 

• Provides Tier II support, performing routine problem diagnosis. Resolves routine issues under direction and/or following written procedures, documenting cause and actions taken.
• Responsible for trouble shooting technology issues as reported by incident tickets.
• As needed will monitor incident ticket system and assign incoming tickets.
• Monitors, operates, and maintains technology systems and equipment in addition to troubleshooting routine to moderately complex hardware or software problems to ensure that systems perform and meet security standards in a manner which best meets business needs and objectives.
• Following established procedures and protocols, performs routine administrative technical tasks such as moves, additions and changes, fault isolation and resolution, and end user support.
• Assists in the installation and decommissioning of technology under direction of manager or more senior team member.
• With guidance, conducts evaluation of the level of security required for simple to moderately complex processes or systems.
• Participates in the development of life-cycle oriented processes and procedures. Implements test, migration, and delivery plans per detailed instructions and specifications.

Key Responsibilities

• Incident Management: Maximize the availability of critical systems and components by monitoring performance, troubleshooting issues, and resolving incidents promptly. Quickly identify and analyze events from the monitoring system.
• System Maintenance and Configuration: Ensure the configuration and integrity of computer operating systems and related software. Implement enhancements to improve system reliability and performance.
• Problem Solving: Work independently, providing clear and documented activities for customer or technical issues. Troubleshoot, triage, evaluate, track, and manage problems, recommending the best solutions. Escalate issues to higher tiers according to Ops Bridge procedures and follow through with troubleshooting after escalation to Tier III staff.
• Communication Coordination: Facilitate and coordinate communication between the NOC, Engineering, Security, and Business Service teams, as well as external vendors and third-party partners

Required Experience, Education and Skills

• Associate Degree in Computer Science, Information Technology, or a similar field.
• 2 years of experience in IT Event Management in NOC environments.
• 2 years of IT work experience in multiple Windows system environments.
• 2 years of experience as a Telecom, Network, or Systems Administrator.
• 2 years of customer support experience.
• Must be flexible to work 24x7 on any shift.

What would make us excited about you? 

• Tier II Support: Perform routine problem diagnosis and resolve routine issues under direction and/or following written procedures, documenting the cause and actions taken.
• Troubleshooting: Diagnose and resolve technology issues as reported by incident tickets.
• Ticket Management: Monitor the incident ticket system and assign incoming tickets as needed.
• System Maintenance: Operate and maintain technology systems and equipment, troubleshooting routine to moderately complex hardware or software problems to ensure systems meet security standards and business needs.
• Administrative Tasks: Perform routine administrative technical tasks such as moves, additions, and changes, fault isolation and resolution, and end-user support.
• Installation and Decommissioning: Assist in the installation and decommissioning of technology under the direction of a manager or more senior team member.
• Security Evaluation: Conduct evaluations of the level of security required for simple to moderately complex processes or systems with guidance.
• Process Development: Participate in the development of life-cycle oriented processes and procedures. Implement test, migration, and delivery plans per detailed instructions and specifications.
• Escalation Support: Provide support during escalated incidents, including running lower-level escalations.
• Actively shapes our company culture (e.g., participating in employee resource groups, volunteering, etc.) 
• Lives into cultural norms (e.g., willing to have cameras when it matters: helping onboard new team members, building relationships, etc.) 

• Travels as needed for role, including divisional / team meetings and other in-person meetings 
• Fulfills business needs, which may include investing extra time, helping other teams, etc 

CSAA IG Careers   

At CSAA IG, we’re proudly devoted to protecting our customers, our employees, our communities, and the world at large. We are on a climate journey to continue to do better for our people, our business, and our planet. Taking bold action and leading by example. We are citizens for a changing world, and we continually change to meet it.  

Join us if you… 

• BELIEVE in a mission focused on building a community of service, rooted in inclusion and belonging. 

• COMMIT to being there for our customers and employees. 
• CREATE a sense of purpose that serves the greater good through innovation.   

Recognition: We offer a total compensation package, performance bonus, 401(k) with a company match, and so much more!  Read more about what we offer and what it is like to be a part of our dynamic team at https://careers.csaa-insurance.aaa.com/us/en/benefits.

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join CSAA IG: remote, hybrid, or in-person. Submit your application to be considered. We communicate via email, so check your inbox and/or your spam folder to ensure you don’t miss important updates from us.

If a reasonable accommodation is needed to participate in the job application or interview process, please contact TalentAcquisition@csaa.com.  

As part of our values, we are committed to supporting inclusion and diversity at CSAA IG. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, and gender. Everyone is welcome and supported in their development at all stages in their journey with us. 

We are always recruiting, retaining, and promoting a diverse mix of colleagues who are representative of the U.S. workforce. The diversity of our team fosters a broad range of ideas and enables us to design and deliver a wide array of products to meet customers’ evolving needs. 

CSAA Insurance Group is an equal opportunity employer.   

The national average salary range for this position is $68,130- $75,700.  However, we have a location-based compensation structure. Our salary ranges vary and are calculated based on county of residence. The full [salary range] for this position across all the states we hire in is $61,380-$90,700. This role also includes an opportunity for a company-wide annual discretionary bonus, through our Annual Incentive Plan (AIP), of up to 5% of eligible pay. 

If you apply and are selected to continue in the recruiting process, we will schedule a preliminary call with you to discuss the role and will disclose during that call the available salary/hourly rate range based on your location. Factors used to determine the actual salary offered may include location, experience, or education. 

Must have authorization to work indefinitely in the US.  

Please note we are hiring for this role remote anywhere in the United States with the following exceptions:  Hawaii and Alaska.

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Salary : $61,380 - $90,700