Incident Lead Manager

IT Operations - Incident Lead Manager, Technology Operating Center

Chubb is the world s largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

KEY OBJECTIVE:

Chubb s Infrastructure organization has responsibility for the coordination, development and support of all activities related to the production, operations and engineering of Chubb s 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 Chubb s

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:

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.

QUALIFICATIONS: