Incident Lead Manager

KEY OBJECTIVE:

Chubbs Infrastructure organization has responsibility for the coordination, development and support of all activities related to the production, operations and engineering of Chubbs core infrastructure including data centers, voice and data networking solutions, messaging/mail, mainframe, servers, databases, wireless technologies and associated end user computing, services and support.

MAJOR RESPONSIBILITIES:

This position is responsible for providing management oversight and coordination of IT operational activities for Chubbs

Infrastructure as it relates to Incident & Problem resolution. Specifically, the Incident Lead Manager will have accountability for managing people resources within the Technology Operating Center. The candidate in this role will be accountable to:

• Provide oversight and direction on issue and incident management and the development of processes and procedures to ensure effective support coordination and tracking of these activities across the broader team.
• Triage and escalate incidents by assessing business impact and urgency.
• Serve as an escalation point of contact for high priority incidents.
• Build relationships with internal technical & business stakeholders, and external vendors and take ownership of resolution engaging all key stakeholders.

In addition to the above, the Incident Lead Manager will be working closely with various Infrastructure Managers/Leaders within North America and EMEA in bringing resolution to high Priority/Severity tickets/issues. Further responsibilities include providing expertise in technology support and analysis from an incident perspective, as it relates to day-to-day business functions, project coordination for infrastructure deployments,vendor partner activities, communication development for operational related activities, and driving resolution to infrastructure related issues impacting the end user community.

This role requires being proficient with the Service Now ITSM tool. It also requires ITIL v4 certification.

The following are additional key responsibilities. Within each of these functions, the candidate will work closely with North America Infrastructure Managers in accordance with the associated governance processes.

• Is a key member of the Incident & Problem Management Team within the Technology Operating Center/Command Center.
• Familiar with various technology platforms including Mainframe, Open Systems, Storage, Windows, and Linux
• Familiar with architecture of On-Prem as well Cloud Infrastructure processing.
• Dealing with High Priority issues on a day-to-day basis and learning from each.
• Takes leadership role on Priority 1 or Managed Priority 2 bridge calls to lead, triage and resolve Incidents.
• Interaction with appropriate vendor partners ensuring that service levels are restored.
• Escalation to management both inside and outside (Vendors) of Chubb

• Accountable for adhering to compliance and audit related needs.
• Implement and enforce standards and best practices in line with ITIL and other frameworks.
• Ensure all incidents and problem management activities adhere to regulatory and compliance requirements.

• Accountability for ensuring IT service delivery restoration in a timely manner.
• Participant in clear, concise communication and providing management with necessary updates in a timely manner.
• Evaluates service reports and proactively identifies and pursues required corrective actions in problem areas.

• Leverages the broader IT organization to communicate and deliver business value.
• Facilitates business discussions that position IT to meet the on-going needs of business partners.
• Ensure strong accountability for incident and problem resolution.
• Foster strong relationship with internal teams, vendors, and external partners.