The IT Operations Group Leader is responsible for standardizing and streamlining Application Maintenance and Support Services to the organization. Applications are designed and developed by the various towers in NA IT group after which the systems are promoted into Production and supported as part of the activities which make up Application Maintenance and Support. The Application Maintenance and Support activities include areas such as Managing Uptime and availability of Applications, Providing Break/Fix support, Performing Upgrades/Releases, Performing Minor Enhancements, responding to outages and inquires, Quality Control and managing Global and local delivery partners. The IT Operations Group Leader will have a blend of strategic and tactical responsibilities with the primary objective of creating a standardized set of processes and institutionalizing them with the NA IT applications organization in order significantly improve efficiency, effectiveness and quality of the Application Maintenance and Support activities.
This is an individual contributor position and the roles and responsibilities are as follows:
Design and implement a set of standardized processes to improve efficiency, effectiveness and quality of the Application Maintenance and Support activities.
Where necessary Partner with Chubb NA s Technology solution providers to drive increasing maturity of the Managed Services Model tied to specific business outcomes such as driving down operational costs, reducing outages, reducing technical debt, addressing security vulnerabilities, reducing backlog of defects etc.
Drive a culture of 24X7 production support and proactive maintenance and monitoring of systems/applications through collaboration with the Infrastructure group and other relevant areas such as the Technology Operations Center.
Promote a culture of automation in IT operations through the implementation of DevOps and QA tooling such as CI/CD.
Define and implement clear roles/responsibilities which delineate development and support in order to implement strong Segregation of Duties.
Create and implement a discipline of Incident and Problem Management within the NA IT Applications organization through consistent use of Root Cause Analysis, proactive Application health monitoring, timely notifications & escalations.
Evangelize the adoption of standardized Quality Assurance tools for driving efficiency through testing automation.
Define key performance indicators to monitor and improve the overall maturity of the Application Maintenance and Support services across the NA IT organization. Partner with Managed Services Providers and Vendor Management Organization where necessary to achieve the objective.
Prior experience in running a production support support organization specifically related to Application Maintenance and Support
Track record of successfully implementing and/or running a Global Managed services organization with largely offshore based personnel for cost/scale advantages.
Deep experience in managing top tier Global Information Technology/Partners.
Ability to handle pressure during significant outages and focusing team towards speedy recovery.
Excellent troubleshooting and analytical skills and ability to execute thorough RCAs to prevent repetitive incidents.
Process discipline especially as it relates to defining Severity levels, Problem Management and Incident Management.
Must have the ability to deal with people at all levels in a global matrix organization and influence established teams.
Flexible, pro-active and innovative with an attitude of continuous improvement to mitigate business risk/problems, drive scale and cost efficiencies.
ITIL certification would be plus.
Insurance industry and/or related Financial Services industry (such as banks) would be strongly preferred.
Technical Background required, must have Application Development and Support experience.
Chubb strives to offer a diverse and inclusive and rewarding work environment. Teamwork and mutual respect are central to how Chubb operates and we believe the best solutions draw upon diverse perspectives, experiences and skills. We operate in such a way where everyone, regardless of their singular background has the opportunity to contribute to our collective success.
Associated topics: administrative officer, administrative staff, assist, associate, beverage, chief operations officer, front desk, front office, operational assistant, operations director
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.