Follow Major Incident and Problem Management processes to drive high priority incident resolution efforts, root cause analyses, and problem remediation to implement a permanent fix in the production environment. Provide guidance to various technical teams during high priority ongoing incidents and the problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework.

Responsibilities

  • Act as a major incident manager during critical incidents, crises, and other broadly impacting events. 
  • Manage incident bridge calls, facilitate incident chats with close to real time information, draft and send timely communications, escalate to senior management and drive work-streams to mitigate an incident. 
  • Facilitate industry-standard Root Cause Analysis (RCA) exercises as a result of critical incidents and initiating the Problem Management cycle. 
  • Collaborate with architecture, DevOps, and Infrastructure teams to identify the root cause for recurring incidents and create action plans for resolution. 
  • Interact directly with IT leaders, managers and key stakeholders to proactively communicate status on active major incidents or problem investigations. 
  • Record, coordinate, and report on progress of problem tasks from post incident reviews, and RCA’s. 
  • Develop and enrich restoration procedures to mitigate future outages and business disruptions. 
  • Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization. 
  • Work towards continuous service improvement. 
  • Establish metrics and reporting with contributions from ITSM process owners. 
  • Define critical success factors and key performance indicators (KPI) for the processes. 
  • Track and analyze trends and generate statistical reports. 
  • Perform trend analysis to anticipate potential problems for proactive resolution. 
  • Write timely and accurate executive style technical communications. Provide detailed notes of highly visible production issues on a timely basis to senior management. 
  • Send executive communications to a global audience to provide accurate details of incidents and impact to the business. 

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Qualifications

  • Bachelor’s degree in information technology, computer science or related discipline, or equivalent experience 
  • Five years of technology and related management experience, including IT Service Management experience 
  • Three years of incident/problem management experience 
  • Experience working with cross-functional teams and staff of all levels including managed service providers 
  • Familiarity with System Development Lifecycle Methodology (SDLC) 
  • Experience developing and providing SLAs & KPI’s 
  • Flexibility and willingness to support a 24x7 global operation via off-hours support, on-call availability, or other as needed per rhythm and needs of the business 
  • Strong problem-solving skills and process oriented thinking 
  • Ability to prioritize and multi-task in a dynamic changing agile environment with tight deadlines 
  • Relationship building skills to work across a diverse global organization, coordinate cross-function teams towards completion, and facilitate consensus across key IT personnel 

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Preferred Qualifications

  • ITIL v3/4 certification, or formal training in ITIL/ITSM 
  • Financial Services/Insurance industry background

Working Conditions

  • Hybrid-Office Environment (Tuesdays, Wednesday, Thursdays)
  • Occasional Travel <10%


This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

Compensation

The Salary for this position generally ranges between $93,000 - $120,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion. 

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

This is a hybrid position requiring three days in office per week in one of our hub locations (list locations that are applicable).  Relocation assistance will not be provided for this position.