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
  
  
  
  

Location

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

Compensation

The salary range for this role is $93,610 - $154,550, 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.

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.