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IT Operations Manager Incident Management

Company name
The Guardian Life Insurance Company of America

Bethlehem, PA

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Description The Objective of the Critical Incident Management process is to restore service as soon as possible; and this Operations Manager position objective is to facilitate\/drive this restoration of service as soon as possible, provide timely, concise and well-articulated communications to leadership and the IT community, and aid in determining its root cause to eliminating future customer impacts and the risk of recurrence. This role will also mentor and manage a team of Incident managers, their rotation schedules and ensure availability of resources to facilitate outage bridges. While mentoring the incident managers to aid and facilitate outage bridges, this role would also require proactive analysis of incident trends and monitoring dashboards to reach its committed goal of reducing incidents in the environment before they cause impact; eliminating noise that consume considerable staff resources; and shorten time to repair. This position analyzes incident, problem, change and CMDB data as well as recurring alerts and then works with the Problem Management team to programmatically identify the causes of recurring incidents, alerts, and noise in the environment, and provides input into plans and actions to eliminate and resolve these issues at all Priority\/Severity Levels. End result is the measurable reduction of P1 & P2- top talkers and better identification and reduction of recurring and chronic issues and non-actionable events. This position manages the critical incident management process with impacted lines of business, working with technology leaders and managers and level setting expectations to deliver excellence in service.\u00a0 This position is also required to provide regular reporting and analysis to senior management via several forums and dashboards. To be considered for this role your background should include 10 plus years of experience leading and managing Service Delivery, Problem Management and Incident Management teams, combined with a good understanding of the technology infrastructure support model, and excellent communication skills. This role will mature into having broader operational responsibilities across the organization. Principal Accountabilities: Lead 24x7 global operations teams that provide technology support to employees across all businesses areas within Guardian Life Supervise, coach, and mentor talent across Major Incident and Problem Management ITIL disciplines located in the US and India Established, developed, and nurtured business relationships with both business partners and technology infrastructure partners to drive global initiatives and solidify service operations best practices Integrated procedures and services amongst Major Incident, Change, and Problem teams to standardize documentation, improve analytics, and optimize operational efficiency Improved technology engagement and executive notification best practices by leading efforts to architect, implement, and integrate the Sonar notification tool into the Major Incident tech stack Developed several procedures and dashboards to provide technology briefings to IT leaders and business partners (daily ops calls, performance council calls, risk review updates) Management of Major and Severe business impacting incidents primarily involving large scale infrastructure issues or high risk data \/ application issues. Running both technical conference bridges and business update calls Collating technical and business impact Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed Ensuring that all IT Teams follow the Incident management process for every incident Driving decision making for incident resolution and minimizing impact to the business Managing incident related communications and escalations to Senior IT Management Providing incident updates to stakeholders Capturing incident follow ups and completing formal problem management reviews Identifying stability trends and escalating them through the Problem Management process Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication. Qualifications Qualifications Skills and Knowledge: Proven track record of managing teams effectively.\u00a0 Strong cross technology background in areas such as network, distributed, end user and mainframe. Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution Advanced knowledge in Incident, Change, Configuration (CMDB) and Problem Management Understanding of foundational IT technical issues and relationships Ability to work under pressure Excellent independent judgment: excellent creative and high level analysis skills Excellent communication (both verbal and written). The ability to communicate confidently and clearly on bridge calls, in meetings, via email, etc. at all levels of the organization is essential. Excellent presentation skills and ability to lead meetings. Strong organizational skills and the ability to effective manage multiple tasks simultaneously. Client focus and ownership - displays initiative and a proactive approach to work. Knowledge of corporate toolsets such as Service-Now (incident\/problem) Extensive Excel Knowledge, ability to dissect large data files, utilizing formulas, minor scripting, and filtering Proficient in PowerPoint. Proficient in pattern recognition. Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment. Ability to influence and lead technical conversations with various infrastructure support groups. Understanding of PM terminology, concepts, and processes. Possesses working knowledge of general project management practices and methodologies.\u00a0 Sensitivity and urgency in dealing with line of business outages. Ability to interface and work with multiple teams across regional boundaries and communication channels. Demonstrated ability to be a collaborative team player. Possess excellent writing\/analytical skills as well as the ability to be detailed and process oriented. Strong overall knowledge of technology business and best practices Education: Bachelor's Degree in a technology field ITIL v2 or v3 Foundations training or higher level of ITIL Certifications (Service Transition and\/or Service Operations) Experience: 10 plus years of experience in leading \/ managing Service Delivery, Incident and Problem Management; Broad technology background including cloud experience The Guardian Life Insurance Company of America\u00ae (Guardian), currently ranked #218 on the Fortune 500, is one of the largest mutual life insurers. As of December 31, 2016, Guardian reports $1.5 billion in operating income, $7.4 billion in capital, and $66.5 billion in assets under management. Guardian consistently scores high marks for financial strength from all four major credit rating agencies and enjoys a strong competitive position in its major businesses: life insurance, disability income insurance, annuities, investments, dental and vision insurance and employee benefits. As a mutual company founded over 150 years ago, Guardian is owned by its policyholders. The company has paid dividends to policyholders every year since 1868 and the Company\u2019s 8,800 employees and 2,750 financial representatives are aligned with its mission to help individuals, families, and small businesses achieve financial security and protection. Guardian states its aspiration in the following way: \u201cTo be the trusted mutual partner, delivering financial security how, when, and where our clients prefer.\u201d Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Company info

The Guardian Life Insurance Company of America
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Company Profile
Keeping Our Promises At Guardian, we know that promises matter. We’ve been keeping ours for over 150 years. We’ve maintained our financial strength for more than a century and a half, despite the countless ups and downs of the economy, so we can meet our future obligations to the people and businesses that put their trust in us. See how our strength, vision, and values make Guardian a company you can rely on.

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