IT Problem Manager

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
- Responsible for the quality and integrity of the process
- Ensure post-review of major problems
- Ensure reactive and proactive management of IT problems and known errors Coordinates efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems.

This role requires being proficient with the Service Now ITSM tool in particular the ability to mine data and produce actionable items in a timely manner.

Technology Support
- Is a member of the Incident & Problem Management Team within the Technology Operating 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.
- Helping coordinate various groups to eliminate systemic problems and avoid repeat occurrences.
- Interaction with appropriate vendor partners ensuring that true “Root Causes” are identified and remediated.

Compliance
- Accountable for adhering to compliance and audit related needs.

Service Excellence
- Accountability for long term solution IT service delivery.
- 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.

IT Partnership
- 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.
- Bachelor’s degree or equivalent experience.
- IT professional with 7-10 years of broad infrastructure, operational, compliance and/or security experience with a focus in ITSM and problem management.
- Experience with project management and/or business analysis skills.
- Strong interpersonal skills with demonstrated commitment to providing superior customer service.
- Excellent verbal and written English communication skills required.
- Action and closure oriented; results driven (this is critical).
- Advanced organizational skills including the ability to perform various activities concurrently.
- The 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.
- Insurance/Business acumen.
- Experience with Cloud infrastructure and platforms will be an asset.
- ITIL Version 4 experience/certification beneficial.