Problem and Major Incident Manager
Company: CSAA Insurance Group, a AAA Insurer
Posted on: January 9, 2021
We are actively hiring for a Problem and Incident Manager! Join
us and support CSAA Insurance Group, a AAA Insurer, in achieving
We are looking for motivated, innovative individuals, who think big
and move fast with a passion for service excellence.
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
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
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
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
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
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
Good communication, presentation, and relationship management
Able to translate complex issues in an understandable, organized
Team oriented and Positive demeanor with refined verbal and written
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
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
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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