Incident Lead Manager

As an Incident Lead Manager at Chubb's Infrastructure organization, your role will involve providing management oversight and coordination of IT operational activities related to Incident & Problem resolution. Your key responsibilities will include: - Providing oversight and direction on issue and incident management - Developing processes and procedures for effective support coordination - Triage and escalation of incidents based on business impact and urgency - Serving as an escalation point of contact for high priority incidents - Building relationships with internal technical & business stakeholders, external vendors, and taking ownership of resolution - Working closely with Infrastructure Managers/Leaders within North America and EMEA to resolve high Priority/Severity tickets/issues - Providing expertise in technology support and incident analysis - Coordinating project deployments, vendor partner activities, and driving resolution to infrastructure related issues impacting the end user community In addition to the above, you will be required to be proficient with the Service Now ITSM tool and possess ITIL v4 certification. Some additional key responsibilities include: Technology Support: - Being a key member of the Incident & Problem Management Team - Familiarity with various technology platforms including Mainframe, Open Systems, Storage, Windows, and Linux - Dealing with High Priority issues on a day-to-day basis and taking leadership roles on bridge calls - Interaction with vendor partners to ensure service levels are restored - Compliance: - Adhering to compliance and audit related needs - Implementing and enforcing standards and best practices in line with ITIL and other frameworks - Ensuring all incidents and problem management activities adhere to regulatory and compliance requirements Service Excellence: - Ensuring IT service delivery restoration in a timely manner - Participating in clear, concise communication and providing management with necessary updates - Evaluating service reports and proactively identifying and pursuing corrective actions IT Partnership: - Leveraging the broader IT organization to deliver business value - Facilitating business discussions to meet the ongoing needs of business partners - Fostering strong relationships with internal teams, vendors, and external partners Qualifications required for this role include: - Bachelor's degree or equivalent experience - 5-7 years of broad infrastructure, operational, compliance, and/or security experience - Proficiency in ITSM tools (e.g., ServiceNow) and Monitoring Tools (Science Logic) - Understanding of infrastructure, applications, and IT operations - Experience with project management and/or business analysis - Strong interpersonal skills and commitment to customer service - Excellent verbal and written communication skills - Action and closure oriented; results-driven - Advanced organizational skills - Ability to work independently and collaboratively - Experience with Cloud infrastructure and platforms - ITIL v4 certification As an Incident Lead Manager at Chubb's Infrastructure organization, your role will involve providing management oversight and coordination of IT operational activities related to Incident & Problem resolution. Your key responsibilities will include: - Providing oversight and direction on issue and incident management - Developing processes and procedures for effective support coordination - Triage and escalation of incidents based on business impact and urgency - Serving as an escalation point of contact for high priority incidents - Building relationships with internal technical & business stakeholders, external vendors, and taking ownership of resolution - Working closely with Infrastructure Managers/Leaders within North America and EMEA to resolve high Priority/Severity tickets/issues - Providing expertise in technology support and incident analysis - Coordinating project deployments, vendor partner activities, and driving resolution to infrastructure related issues impacting the end user community In addition to the above, you will be required to be proficient with the Service Now ITSM tool and possess ITIL v4 certification. Some additional key responsibilities include: Technology Support: - Being a key member of the Incident & Problem Management Team - Familiarity with various technology platforms including Mainframe, Open Systems, Storage, Windows, and Linux - Dealing with High Priority issues on a day-to-day basis and taking leadership roles on bridge calls - Interaction with vendor partners to ensure service levels are restored - Compliance: - Adhering to compliance and audit related needs - Implementing and enforcing standards and best practices in line with ITIL and other frameworks - Ensuring all incidents and problem management activities adhere to regulatory and compliance requirements Service Excellence: - Ensuring IT service delivery restoration in a timely manner - Participati