Digital Platform ITSM/Tooling Manager
Digital Platform ITSM/Tooling Manager
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Job Description
ABOUT US
At HUB International we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals families and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn grow and make a difference. Our structure enables our teams to maintain their own unique regional culture while leveraging support and resources from our corporate centers of excellence.
HUB is the 5th largest global insurance and employee benefits broker providing a boundaryless array of business insurance employee benefits risk services personal insurance retirement and private wealth management products and services. With over $5 billion in revenue and almost 20000 employees in 600 offices throughout North America HUB has grown substantially in part due to our industry leading success in mergers and acquisitions.
Position Overview
The Digital Platform ITSM/Tooling Manager will lead the management development and integration of digital tooling and IT service management solutions to enhance automation orchestration and monitoring of HUB Internationals cloud infrastructure and CI/CD pipelines. The successful candidate will directly oversee a specialized team responsible for ensuring reliability availability and optimal performance of HUBs digital applications and platforms notably VIU by HUB.
This manager collaborates closely with CloudOps Application Development Infrastructure Security and business stakeholders leveraging deep technical expertise to improve existing processes develop innovative monitoring solutions and maintain operational excellence.
Objectives of this Role
Manage and ensure successful completion of tooling and monitoring projects within established timelines and quality standards.
Lead and mentor an ITSM/Tooling team focused on availability reliability and performance monitoring for mission-critical cloud-based applications.
Act as primary escalation point and provide 24/7 leadership in resolving critical system issues.
Ensure security compliance of tooling and monitoring systems working collaboratively with Security teams.
Foster continuous improvement through modernization initiatives mentoring team members and driving adoption of best practices.
Plan organize and oversee multiple simultaneous operational projects.
Implement and enhance DevOps methodologies and frameworks to rapidly identify and resolve application and platform issues.
Provide detailed reporting on operational health project status activities and achievements to senior management.
Daily and Monthly Responsibilities
Lead and actively engage with stakeholders to gather and interpret business technical and operational requirements.
Conduct and supervise root-cause analysis for digital platform disruptions implementing effective preventive measures.
Oversee the configuration tuning testing and ongoing optimization of tooling and monitoring solutions.
Continuously define and refine digital platform support and triage workflows to improve efficiency.
Regularly analyze and recommend tooling upgrades architecture improvements and implementation strategies.
Define and monitor benchmarks tracking KPIs to measure system performance availability and responsiveness.
Ensure technical documentation and operational processes are comprehensive up-to-date and accessible.
Skills & Qualifications
Required Qualifications:
Bachelors degree in technology or equivalent relevant experience.
Minimum of 5 years experience with scripting/programming (PowerShell Python Shell scripting).
Minimum of 5 years experience managing Azure infrastructure and PaaS technologies.
Extensive expertise (5 years) with monitoring and automation tools including Dynatrace Splunk OMS Application Insights Terraform Azure DevOps and Azure Runbooks.
Strong leadership skills with proven ability to mentor manage and develop technical teams.
Excellent analytical troubleshooting and problem-solving capabilities.
Commitment to continuous personal and team development.
Preferred Qualifications:
Prior experience in insurance financial services or similarly regulated industries.
Expertise in security compliance frameworks and best practices.
Additional Emphasis Areas
Leading managing and mentoring team members to ensure professional growth and team effectiveness.
Driving strategic direction and continuous improvement within the digital tooling and observability frameworks.
Implementing comprehensive observability and automated monitoring solutions across Azure AWS and Google Cloud Platform (GCP).
Ensuring thorough and up-to-date documentation of processes systems and configurations.
Overseeing Atlassian tool suite governance including Jira Software Jira Service Manager and Confluence to optimize operational collaboration and efficiency.
Driving significant improvements in key operational metrics specifically Mean Time To Detect (MTTD) and Mean Time To Recover (MTTR).
Further Role Requirements
Strong proficiency in Dynatrace and comprehensive expertise in Observability including familiarity with OpenTelemetry standards and integrations.
Ability to participate in release and deployment calls periodically to support critical operational readiness and ensure smooth transitions into production.
Availability outside of normal business hours for critical system issues as required.
HUB International observes all standard banking holidays providing additional scheduled time off for our employees.
JOIN OUR TEAM
Do you believe in the power of innovation collaboration and transformation Do you thrive in a supportive and client focused work environment Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization When you join HUB International you will be part of a community of learners and doers focused on our Core Values: entrepreneurship teamwork integrity accountability and service.
Disclosure required under applicable law in California Colorado Illinois Maryland Minnesota New York New Jersey and Washington states: The expected salary range for this position is $150K to $170K and will be impacted by factors such as the successful candidates skills experience and working location as well as the specific positions business line scope and level. If you believe that your qualifications and experience surpass the minimum requirements for this role we encourage you to submit your application. By doing so we will be able to keep your application on file for consideration for potential future positions within our organization. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance FSA HSA and 401(k) accounts paid-time-off benefits such as vacation sick and personal days and eligible bonuses equity and commissions for some positions.
Department Information TechnologyRequired Experience: 5-7 years of relevant experienceRequired Travel: NegligibleRequired Education: Bachelors degree (4-year degree)HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity national origin religion age color sex sexual orientation gender identity disability or veterans status or any other characteristic protected by local state or federal laws rules or regulations.
We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process please contact the recruiting team. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Required Experience:
Manager
Employment Type
Full-Time
