IT Service Management - Incident Manager
Whitehouse Station, NJ

Job Description

IT Service Management: Incident Manager

Position Summary:

The Incident Manager has responsibility for the implementation and enforcement of Incident and Major Incident management process for Chubb. The Incident Manager's primary responsibility is to drive the restoration of service of major incidents that cause interruptions to business activities. This individual will assist in driving the resolution of these issues by working across technical areas, facilitating, driving and communicating status throughout the lifecycle of the incident. This resource will further provide backup responsibility in the areas of change management and problem management.

This position is within Chubb's North America Operations Center which has overall responsibility for IT Service Management processes including the oversight of Incident, Problem and Change processes across Chubb's technical environment . This position resides full time in Chubb's Whitehouse, NJ office.

Primary Job Responsibilities:

Process and Reporting

* Provides oversight and direction on issue and incident management and the development of processes and procedures to ensure effective support coordination and tracking of these activities across the broader team.
* Focuses on the restoration of normal service operation as quickly as possible to minimize the impact on business operations leveraging applicable industry best practice support frameworks, including the IT Infrastructure Library (ITIL).
* Prepares internal reports on Major incidents for review with Executive Management.
* Documents activities and events that occurred during remediation efforts.
* Makes recommendations on action items and preventive actions that can be taken
* Assists in the review of the incident management SLAs and the coordination of activities required to lead significant incidents in compliance with these SLAs and OLAs.
* Appropriately prioritizes incidents based on knowledge of Chubb's systems, infrastructure and business processes with a sense of urgency. Helps facilitate resolution across Chubb's technical teams and vendor partnerships for the timely resolution of issues.
* Develops a culture of quick problem assessment and resolution across the broader team.
* Ensures continuous improvement of IT support services with an emphasis on proactive planning and outstanding service.
* Documents and communicates the process, policies and procedures for obtaining IT support for major incidents.

Communication

* Ensures that effective communication is maintained with the appropriate stakeholders during a major incident
* Participates in the development of outage communications to all levels within the organization.
* Gains a clear understanding of upcoming IT/Infrastructure projects and changes to understand and evaluate potential impacts on Chubb's user community.
* Communicates effectively with technical teams and business partners.

Leadership/ Teamwork

* Serves as an escalation point of contact high priority Incidents
* Takes ownership and drives technical bridge calls, engaging all key stakeholders and vendors to minimize resolution time
* Builds effective relationships with technical and business organizations throughout Chubb and Chubb's vendor partnerships to better support the overall team and the effective resolution of incidents/restoration of services.
* Works closely with application and infrastructure teams to proactively monitor the environment and engage necessary teams when issues arise
* Demonstrates strong ability to work in a team environment and fosters cross-team and cross-area collaboration.

Knowledge Sharing

* Implements a culture where information is shared and consistent processes and metrics are used
* Ensures documentation is captured appropriately and is easily accessible to the team members



Required Skills

* Experience and knowledge incident and major incident management processes
* Ability to clearly articulate messages to a variety of audiences
* Good judgment in seeking and providing advice and counsel, independent of direct management oversight.
* Ability to work independently, and as part of a team, and manage competing prioritie
* Excellent skills/abilities in: organization, planning, and multi-tasking, resilience, flexibility and adaptability
* Extreme professionalism and business Acumen
* Able to work effectively at all levels in an organization
* Forward thinking with a holistic approach
* Problem solving and root cause identification skills
* Ability to handle stressful situations effectively
* Acute business acumen and understanding of organizational issues and challenges
* Exceptional written and verbal communication skills
* Demonstrates conflict and situation management skills
* Demonstrated ability to effectively communicate at the technical and business management level.
* ITIL certification and an understanding of Agile methodologies preferred
* Bachelor's degree or equivalent work experience recommended
* Ability to on a rotational on call schedule when applicable

At Chubb we are totally committed to providing equal employment opportunities to all employees and applicants. It is our policy to provide equal employment opportunities to employees and applicants based on job-related qualifications and ability to perform a job without regard to race, sex, color, religion, age, national origin, pregnancy, sexual orientation, gender identity and expression, genetic information, disability or other perceived differences that do not relate to ability, performance and contribution at work.

Qualified applicants with criminal histories are not automatically disqualified from employment. Factors such as job-relatedness of the conviction, age and time of occurrence, and the seriousness and nature of the circumstances will be considered.