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Job Summary:
This position is responsible for supporting Major Incident Management and coordination of IT operational activities for Chubb's Infrastructure as it relates to Incident & Problem resolution. Specifically, the Major Incident Manager Jr. will have accountability for supporting the delivery of Major Incident Management services within the Technology Operating Center.
Key Responsibilities:
- Incident Management: Identify, prioritize, record, triage, escalate, and monitor candidate and managed incidents until affected services return to normal operation.
- Incident Resolution and Root Cause Analysis: Participate and understand the incident resolution and root cause analysis process and document the activities and events.
- Metrics and Reporting: Understand how to produce, track and report on metrics and KPIs (e.g., service availability and performance).
- Communication: Understand how an effective communication process is maintained with the appropriate stakeholders during a major incident.
- Continuous Improvement: Support continuous improvement and proactive impact evaluation for upcoming IT projects on Chubb's user community.
Additional Responsibilities:
- Escalation Support: Provide escalation support for staff if an incident requires management attention.
- Technology Support: Provide 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.
- Service Now ITSM Tool: Be competent with the Service Now ITSM tool.
- Reporting and Trending: Familiarity with reporting, trending, and identifying areas of concentration/focus to improve our overall availability from an Application/System perspective.
Requirements:
- Education: Bachelor's degree or equivalent experience.
- Experience: IT professional with 2-3 years of broad infrastructure, operational, compliance and/or security experience.
- Skills: Knowledge of project management and/or business analysis skills, strong interpersonal skills with demonstrated commitment to providing superior customer service, excellent verbal and written communication skills, action and closure oriented; results driven, advanced organizational skills including the ability to perform various activities concurrently.
- Qualifications: Ability to develop and maintain strong relationships throughout the organization, ability to work independently while demonstrating strong collaboration skills in a team environment, ability to independently plan, manage and complete all aspects of assigned projects, delegating where appropriate.
