IT Incident Manager

IT Operations – Incident 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 Manager will have accountability for
managing people resources within the Technology Operating Center. The candidate in this role will be accountable for:

• Identifying, prioritizing, recording, triaging, escalating, and monitoring incidents until affected services return to normal
operation
• Participate in incident resolution and root cause analysis processes and document the activities and events
• Track and report on metrics and KPIs (., service availability and performance)
• Ensure that effective communication is maintained with the appropriate stakeholders during a major incident
• Proactively evaluate impact of upcoming IT projects on Chubb's user community
In addition to the above, the Incident Manager will be an escalation path for the staff in the event an incident requires Management
attention. The candidate will be working closely various Infrastructure Managers/Leaders within North America and EMEA.
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. Familiar with reporting, trending and identifying areas of
concentration/focus to improve our overall availability from an Application/System perspective. The candidate will also be
responsible for training/coaching new employees within the Team/group.
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.

Technology Support
• Owns the Incident & Problem Management Processes within the Technology Operating Center.
• Establishing bridge calls and engage the resolver groups.
• Take the lead role, perform command and control during the troubleshooting calls.
• Ensure adequate communication transpired on the calls using the defined channels.
• Aware of On-Prem as well Cloud Infrastructure including digital awareness.
• Accountability and management oversight for facilitating day to day IT operational Incidents & Problems in a timely
manner.
• Escalation point and coordination for all IT infrastructure & Application related issues globally.
• Oversees related vendor partners ensuring that service levels and contractual commitments are met as it relates to closing
out Incidents, including appropriate escalations.

Compliance
• Accountable for adhering to compliance and audit related needs.
Service Excellence
• Accountability for ensuring IT service delivery deficiencies are resolved in a timely manner.
• End-to-end responsibility for communicating clear, concise and timely updates on technology related items.
• 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.

QUALIFICATIONS:
• Bachelor’s degree or equivalent experience.
• IT professional with 7-10 years of broad infrastructure, operational, compliance and/or security experience.
• Experience with project management and/or business analysis skills.
• Strong interpersonal skills with demonstrated commitment to providing superior customer service.
• Excellent verbal and written 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 experience/4.0 certification preferred. 

IT Operations – Incident 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 Manager will have accountability for
managing people resources within the Technology Operating Center. The candidate in this role will be accountable for:

• Identifying, prioritizing, recording, triaging, escalating, and monitoring incidents until affected services return to normal
operation
• Participate in incident resolution and root cause analysis processes and document the activities and events
• Track and report on metrics and KPIs (., service availability and performance)
• Ensure that effective communication is maintained with the appropriate stakeholders during a major incident
• Proactively evaluate impact of upcoming IT projects on Chubb's user community
In addition to the above, the Incident Manager will be an escalation path for the staff in the event an incident requires Management
attention. The candidate will be working closely various Infrastructure Managers/Leaders within North America and EMEA.
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. Familiar with reporting, trending and identifying areas of
concentration/focus to improve our overall availability from an Application/System perspective. The candidate will also be
responsible for training/coaching new employees within the Team/group.
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.

Technology Support
• Owns the Incident & Problem Management Processes within the Technology Operating Center.
• Establishing bridge calls and engage the resolver groups.
• Take the lead role, perform command and control during the troubleshooting calls.
• Ensure adequate communication transpired on the calls using the defined channels.
• Aware of On-Prem as well Cloud Infrastructure including digital awareness.
• Accountability and management oversight for facilitating day to day IT operational Incidents & Problems in a timely
manner.
• Escalation point and coordination for all IT infrastructure & Application related issues globally.
• Oversees related vendor partners ensuring that service levels and contractual commitments are met as it relates to closing
out Incidents, including appropriate escalations.

Compliance
• Accountable for adhering to compliance and audit related needs.
Service Excellence
• Accountability for ensuring IT service delivery deficiencies are resolved in a timely manner.
• End-to-end responsibility for communicating clear, concise and timely updates on technology related items.
• 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.

QUALIFICATIONS:
• Bachelor’s degree or equivalent experience.
• IT professional with 7-10 years of broad infrastructure, operational, compliance and/or security experience.
• Experience with project management and/or business analysis skills.
• Strong interpersonal skills with demonstrated commitment to providing superior customer service.
• Excellent verbal and written 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 experience/4.0 certification preferred.