Senior ITSM Problem & Major Incident Manager

Richmond, VA - USA

Monthly Salary: Not Disclosed

Posted on: 3 days ago

Vacancies: 1 Vacancy

Job Summary

What part will you play If youre looking for a place where you can make a meaningful difference youve found it.

The work we do at Markel gives people the confidence to move forward and seize opportunities and youll find your fit amongst our global community of optimists and problem-solvers. Were always pushing each other to go further because we believe that when we realize our potential we can help others reach theirs. Join us and play your part in something special! Looking for a role that will have a meaningful impact in IT

We are looking for an individual to proactively manage incidents and problems across our IT environment.

What part will you play If youre looking for a place where you can make a meaningful difference youve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities and youll find your fit amongst our global community of optimists and problem-solvers. Were always pushing each other to go further because we believe that when we realize our potential we can help others reach theirs.

Job Location: Hybrid work arrangement based in Richmond VA

The opportunity:

Were seeking a seasoned Senior ITSM Problem/Major Incident Manager to join our dynamic IT Service Management team! In this role youll spearhead root cause analysis and resolution of IT incidents prevent recurring issues and ensure smooth management of incidents and problems across our IT landscape. Youll work closely with cross-functional teams to tackle underlying issues that affect service performance and availability. Youll be part of an on-call rota ready to jump into action whenever needed

What youll be doing:

Responding to Major Incidents and initiating/orchestrating teams to restore service.

Lead efforts to identify categorize and prioritize problems based on incident data proactively investigating recurring issues that affect the IT environment.

Owning the problem management process and delivering a roadmap of improvements.

Facilitate root cause analysis (RCA) meetings and post-incident reviews with stakeholders to uncover the underlying cause of critical incidents and determine appropriate corrective actions.

Collaborate with IT teams including infrastructure application support and vendors to ensure problems are diagnosed documented and resolved in a timely and effective manner.

Implement strategies and proactive measures to prevent recurring issues and minimize the impact of incidents on business operations.

Track and report problem management data insights including time to resolution problem recurrence rates and SLA adherence. Provide regular reports on problem management performance to key stakeholders as well as representing problems in the weekly operations forum.

Work closely with Incident Change and Service Managers to ensure that problem management activities align with broader IT Service Management processes and contribute to overall service improvement.

Provide clear timely updates to stakeholders regarding the status of ongoing problem investigations and corrective actions.

Our must-haves:

Experienced at running Major Incident Calls and being part of an on-call rota

Experience in owning a problem management process and delivering on improvements.

Bachelors degree in information technology Computer Science or a related field preferred.

Minimum of 5 years of experience in IT Service Management with a focus on Problem Management Incident Management or Service Operations.

ITIL v3 or ITIL 4 Foundation certification is preferred; advanced ITIL certifications (e.g. ITIL Practitioner Problem Management) are a plus.

Strong understanding of IT infrastructure cloud services application support and the relationships between configuration items (CIs).

Demonstrated ability to conduct in-depth root cause analysis and develop effective problem resolutions.

Excellent verbal and written communication skills with the ability to interact effectively with both technical and non-technical stakeholders.

Proven ability to lead cross-functional teams and influence without direct authority.

Strong analytical and critical-thinking skills with the ability to make sound decisions under pressure.

Experience in service management tooling (e.g. ServiceNow BMC Remedy)

#LI-Hybrid
#DEIB

US Work Authorization

US Work Authorization required. Markel does not provide visa sponsorship for this position now or in the future.

Who we are:

Markel Group (NYSE MKL) a fortune 500 company with over 60 offices in 20 countries is a holding company for insurance reinsurance specialist advisory and investment operations around the world.

Were all about people We win together We strive for better

We enjoy the everyday We think further

Whats in it for you:

In keeping with the values of the Markel Style we strive to support our employees in living their lives to the fullest at home and at work.

We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees needs at all stages of life.

All full-time employees have the option to select from multiple health dental and vision insurance plan options and optional life disability and AD&D insurance.

We also offer a 401(k) with employer match contributions an Employee Stock Purchase Plan PTO corporate holidays and floating holidays parental leave.

Are you ready to play your part

Choose Apply Now to fill out our short application so that we can find out more about you.

Caution: Employment scams

Markel is aware of employment-related scams where scammers will impersonate recruiters by sending fake job offers to those actively seeking employment in order to steal personal information. Frequently the scammer will reach out to individuals who have posted their resume online. These job offers include convincing offer letters and frequently ask for confidential personal information. Therefore for your safety please note that:

All legitimate job postings with Markel will be posted on Markel Careers. No other URL should be trusted for job postings.

All legitimate communications with Markel recruiters will come from email addresses.

We would also ask that you please report any job employment scams related to Markel to .

Markel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic. This includes race; color; sex; religion; creed; national origin or place of birth; ancestry; age; disability; affectional or sexual orientation; gender expression or identity; genetic information sickle cell trait or atypical hereditary cellular or blood trait; refusal to submit to genetic tests or make genetic test results available; medical condition; citizenship status; pregnancy childbirth or related medical conditions; marital status civil union status domestic partnership status familial status or family responsibilities; military or veteran status including unfavorable discharge from military service; personal appearance height or weight; matriculation or political affiliation; expunged juvenile records; arrest and court records where prohibited by applicable law; status as a victim of domestic or sexual violence; public assistance status; order of protection status; status as a smoker or nonsmoker; membership or activity in local commissions; the use or nonuse of lawful products off employer premises during non-work hours; declining to attend meetings or participate in communications about religious or political matters; or any other classification protected by applicable law.

Should you require any accommodation through the application process please send an e-mail to the.

No agencies please.

Required Experience:

Manager

What part will you play If youre looking for a place where you can make a meaningful difference youve found it.The work we do at Markel gives people the confidence to move forward and seize opportunities and youll find your fit amongst our global community of optimists and problem-solvers. Were alwa...