FBS Major Incident Response Technical Specialist

Our client is one of the United States' largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our client is part of one the largest Insurance Groups in the world.

Job Summary

You are an experienced Major Incident Response Technical professional passionate about driving service delivery improvements on a scale.  We're seeking a IT Service Management Lead to join our Infrastructure Shared Services (ISS) department to handle Incident and Problem Management.

• Incident Management: Act as the first line of defense in responding to production issues, constantly monitoring system health, and troubleshooting with appropriate teams to expedite service restoration.
• Problem Management: Implement preventive measures by seeking root causes and working cross-functionally across various groups to improve code, infrastructure, processes, and more.

What You'll Do

• Manage Production Incidents and Problems effectively.
• Own the company´s production operational health, including real-time communication with stakeholders during service disruptions.
• Bring strategic thinking to identify opportunities for efficiency gains through optimization, simplification, and automation.
• Develop strong partnerships with IT stakeholders across infrastructure, application development, architecture, data, and security teams.
• Drive towards meeting and exceeding ITSM KPIs based on the organization's strategic goals.
• Collaborate with talented IT teams with varying levels of experience in a hybrid workplace.
• Foster an inclusive work environment and promote our company culture.

What You'll Accomplish:

• Protect the stability and performance of production applications.
• Continuously improve system uptime and reduce mean time to recovery (MTTR).
• Keep the ITSM team ahead of the curve, preventing production outages before they occur.
• Work with a cohesive and effective team of IT professionals committed to service delivery.

• A minimum of 5-7 years in a similar role with US/International scope
• Full English Proficiency
• Bachelor´s Degree or equivalent in Computer Science or engineering, mathematics, or related discipline.

Competencies:

• Leadership & Assertive Communication
• Strategic and Structured Thinking
• Service Reliability Engineering
• Software Development Skills
• Observability and Troubleshooting

Software / Tool Skills:

• ITSM – Advanced
• Cloud Computing
• Excel – Advanced
• Dyntrace – Intermediate
• SharePoint – Intermediate
• ThousandEyes
• ExtraHop
• SevOne
• FullStory

This position comes with competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.