Incident And Problem Manager

Transamerica Life Insurance Company Harrison , NY 10528

Posted 3 months ago

Job FamilyIT Client Services

Job Description SummaryTransamerica has been helping people feel better about the future for more than 100 years, and we're proud of the trust we've earned. But we believe our responsibility goes beyond insurance, investments, and retirement accounts. We're also in the business of helping people improve their financial and personal well-being, so they can add more years to their lives, and more life to their years.

We're looking for a self-motivated Incident and Problem Manager to join our team. You will be responsible for following the Incident & Problem Management processes and ensuring that the process activities and procedures are being successfully carried out, with the goal to minimize the impact of critical incidents that cannot be prevented, and maintain information about Known Errors and Workarounds.

This is facilitated by driving high priority incident resolution efforts, root cause analysis, and problem remediation, ensuring the implementation of a permanent fix in the production environment with the focus of improving the availability of critical systems. The individual will provide leadership to various technical teams to guide them in their efforts during high priority ongoing incidents and problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework.

The ideal candidate should have a passion for working with various groups and technologies and is technically creative in leveraging the boundaries of existing assets and personnel.Job Description

Responsibilities:

  • Act as a Major Incident Manager during Critical Incidents, Crises, and other broadly impacting events.

  • Managing incident bridge calls, facilitating incident chats with close to real time information, escalation to senior management and driving work-streams to mitigate an incident.

  • Facilitate industry-standard Root Cause Analysis (RCA) exercises as a result of Critical Incidents and initiating the Problem Management cycle.

  • Collaborate with architecture, DevOps, and Infrastructure teams to identify the root cause for recurring incidents and create an action-plans for resolution.

  • Interact directly with IT leaders, Managers and key stakeholders to proactively communicate status on active Major Incidents or Problem tickets.

  • Record, coordinate, and report on progress of Problem ticket tasks from Post Incident Reviews, and RCA's.

  • Develop and enrich restoration procedures to mitigate future outages and business disruptions.

  • Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.

Metrics & Reporting:

  • Establish metrics and reporting with contributions from ITSM process owners.

  • Define critical success factors and key performance indicators (KPI) for the processes.

  • Track and analyze trends and generate statistical reports.

  • Perform trend analysis to anticipate potential problems for proactive resolution.

Communications:

  • Write timely and accurate executive style technical communications. Providing detailed notes of highly visible production issues on a timely basis to senior management.

  • Send executive communications to a global audience providing accurate details of the incident and impacts to the business.

Qualifications:

  • Bachelor's degree in information technology, computer science or related discipline, or equivalent experience.

  • Five years of technology and related management experience, including IT Service Management experience.

  • Experience working with cross-functional teams and staff of all levels including managed service providers.

  • Minimum of 3 years of Incident/Problem Management Experience

  • ITIL v3/4 certification, or formal training in ITIL/ITSM plus equivalent work experience.

  • Familiarity with System Development Lifecycle Methodology (SDLC)

  • Track record of developing and providing SLAs & KPI's.

  • Flexibility and willingness to support a 24x7 global operation via off-hours support, on-call availability, or other as needed per rhythm and needs of the business

Preferred Qualifications:

  • Experience and understanding of the financial services or insurance industry, including the applicable business and technology processes and supporting technology architecture of business applications.

  • Familiarity and practical application of advanced principles of ITIL/ITSM.

  • Master's degree in information technology, business administration or related field.

  • Experience with service management across different locations and a multi-sourced environment.

  • Knowledge of business and technology trends for service management.

  • Experience with BMC tools (Remedy, Smart IT)

  • Experience with Service Now

  • Familiarity with JIRA

  • Familiarity with agile development methodologies, scrum and Kanban.

  • Experience with audit and controls process

  • Demonstrated progressive experience in the management of a technical support team.

Behavioral & Leadership Competencies:

  • Coordinate cross-functional teams towards task completion and facilitate consensus across key IT personnel.

  • Work in a dynamic changing agile environment with tight deadlines.

  • Problem solving skills.

  • Ability to build relationships across a diverse global organization.

  • Strong ability to prioritize and multi-task.

  • Strong communication and training skills.

  • Affinity for process oriented thinking.

Our Culture:

At Transamerica we promote a Future Fit mindset. What is a Future Fit mindset?

  • Acting as One fosters an environment of positive collaboration.

  • Accountability allows us to own the problem as well as the solution.

  • Agility inspires new ideas, innovation and challenges the status quo.

  • Customer Centricity encourages an above average and beyond approach to our customers.

Working Conditions:

  • Office environment.

  • Some travel.

Why Work for Us

Total Rewards at Transamerica: It's more than a paycheck.

Our comprehensive Total Rewards package is designed to help support you in many ways throughout all stages of your life and career. We provide a competitive, market-driven program that encompasses base compensation, bonus potential, retirement, health and wellness benefits, learning and development opportunities, plus great employee perks. All designed with you in mind to help you live your best life, grow personally and professionally - and feel valued for the work you do.

Learn more about our Total Rewards Package.

Equal Opportunity Employer:

Transamerica Life Insurance Company is an Equal Employment Opportunity employer and does not discriminate against any applicant or employee because of age, religion, sex, gender identity, genetic information, race, color, national origin, pregnancy, sexual orientation, marital status, participation in the uniformed services (e.g. U.S. Armed Forces, National Guard), physical or mental disability, or any other status protected by federal, state, or local equal employment opportunities laws.

Applicants with physical or mental disabilities may be entitled to a form of reasonable accommodation under the Americans with Disabilities Act and certain state and local laws. A reasonable accommodation is a change in the way things are normally done which will insure equal employment opportunity without imposing undue hardship on the Transamerica Companies. Please contact: applicantsupport@transamerica.com if you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs.

Ontario Applicants:

Our Company is committed to providing accessibility to those with disabilities in a manner that is consistent with the principles of independence, dignity, integration and equality of opportunity, that is in compliance with the Accessibility for Ontarians with Disabilities Act 2005 ("AODA"). Please contact applicantsupport@transamerica.com if you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs.

Technical Assistance:

If you experience technical problems during the application process, please email applicantsupport@transamerica.com.


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Incident And Problem Manager

Transamerica Life Insurance Company