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Problem and Major Incident Manager

Company: CSAA Insurance Group, a AAA Insurer
Location: Glendale
Posted on: January 9, 2021

Job Description:

We are actively hiring for a Problem and Incident Manager! Join us and support CSAA Insurance Group, a AAA Insurer, in achieving our goals.
We are looking for motivated, innovative individuals, who think big and move fast with a passion for service excellence.
Essential Responsibilities:

  • Problem Management: handling the lifecycle of all problems, prevent incidents from happening as well as minimizing the severity of incidents that can't be prevented.

  • You will identify, prioritize and assign responsibility for problems and then manage it to through the entire problem process to completion.

  • Major Incident Management: end-to-end management of IT major incidents when they occur. Coach, mentor, cross train Ops Center members growing capabilities of Ops Bridge to facilitate negligible incidents.

  • Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified.

  • Proactively detect and prevent future problems to allow quicker diagnosis and resolution.

  • Prepare statistics and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes.

  • Recording, managing and resolving the problem by advancing to an elevated level of expertise, of appropriate integrating with change management, incident management and configuration management.

  • Analyzing historical data to identify and eliminate potential incidents before they occur.

  • Coordinate, convene and facilitate major incident and problem review meetings.

  • Ensure the problems progress through the Problem Management process in a timely and prioritized fashion

  • Reviews available information to figure out severity of the service interruption and decide the course of action to determine cause(s) and steps needed for business recovery.

  • Maintain open communications and good working relationships with other teams in major incident participation.

  • Lead, drive, facilitate and chair major incident activities, meetings and conference calls.

  • Determine actions required to respond to an operational interruption through the use of own technical experience, advancing to in-house expertise as required or by bringing in external support to minimize the severity of system failure to individual customers and the organization as a whole.
    What would make us excited about you?

    • Minimum of 6 years' experience in a Service Management role related to problem and incident management

    • ITIL Certified or 3 years working experience as a Problem Manager

    • Strong analytical skills

    • Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment

    • Proven track record of working collaboratively to improve the customer's experience

    • Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels

    • Demonstrate interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects

    • Able to manage relationships with peers and managers as it relates to support and services

    • Ability to navigate complexity and build collaborative alternatives

    • Good communication, presentation, and relationship management skills

    • Able to translate complex issues in an understandable, organized way

    • Team oriented and Positive demeanor with refined verbal and written communication skills
      Why join us?

      • Make a difference. We don't just go to work. We're a team of employees committed to AAA members, our communities and each other.

      • Lifestyle. We drive strategy through innovation. We do honorable work, and we live our core beliefs.

      • Recognition. We offer a robust compensation package, performance bonus, 401(k) with a company match, and so much more!
        In compliance with Colorado's Equal Pay for Equal Work Act (EPEWA) we are disclosing the compensation, or a range thereof, for roles that will be, or could be, performed in Colorado. If performed in Colorado, this position has a salary range of $99,535-$117,100 with an opportunity for a company-wide annual discretionary bonus, through our Annual Incentive Plan (AIP), of up to 10% of eligible pay.
        Company benefit offerings include: Medical, Prescription Drug, Dental and Vision Plans, Health Savings Account (HSA) which includes company contributions, Health Reimbursement Arrangement (HRA), Reimbursement Accounts (Health Care Reimbursement Account, Limited Purpose Reimbursement Account), comprehensive Wellness Program including an activity portal and activities, Dependent Care Reimbursement Account, Transit Commuter Account Program, 401(k) Plan with company match on first 6% of eligible pay that employee contributes each year 100% vested, 401(k) Plan annual profit sharing contribution 100% vested, company paid Life Insurance (at 2x the annual salary), Voluntary Supplemental Life Insurance, Accidental Death & Dismemberment Insurance (AD&D), Short-and Long-Term Disability, Paid Time Off (Non-Exempt positions only), Flexible Time Off (Exempt positions only), ten paid holidays per calendar year, Adoption Assistance Program, Infant Car Seat Reimbursement, Student Loan Repayment Assistance Program, Tuition Reimbursement Program and Enrichment Time of up to 40 hours per year to be used toward the categories of culture, development, volunteerism, or wellness.
        Please note, hourly or salary compensation, or the range of hourly or salary compensation available for a position may vary by location. We reserve the right to amend benefit offerings at any time and compensation will be determined at time of offer.
        Let's work together
        Submit your application to be considered. We communicate via email, so check your inbox and/or your spam folder to ensure you don't miss important updates from us.
        Headquartered in Walnut Creek, California, our community also works in Arizona, Colorado, Nevada, New Jersey and Oklahoma. Our differences, visible and invisible, make every individual at CSAA Insurance Group unique and valuable. We strive to cultivate a culture where all employees feel a sense of belonging and can use their differences to thrive. We believe in embracing our unique identities, experiences, and points of view to advance our company and reflect our communities and members.
        If reasonable accommodation is needed to participate in the job application or interview process please contact
        CSAA Insurance Group is an equal opportunity employer.

Keywords: CSAA Insurance Group, a AAA Insurer, Glendale , Problem and Major Incident Manager, Executive , Glendale, Arizona

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